Thursday, July 19, 2007

Customer Service and Rules

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There is an excellent article on using several stories to illustrate how company rules can get in the way of customer service. This takes thought. What is the purpose of company rules? When do rules get in the way?

I believe the best way to think about rules is to consider their function. Company rules help us run our businesses and organizations efficiently. But rules cannot be relied upon when they interfere with the reason for a company's existence. We must first understand the business we are in before we can create the rules that will help us run that business.

What do you think?

Read the article and give your comments:
Getting Rid of the Rulebook

Also read a past post I made about this issue:
Knowing What Business We Are In

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