Do Your People Follow the Letter of the Law?
Saving the baby and the bath water
Last week, I attended a Dan Pink event in DC (hosted by Michelle James). Somehow the conversation turned to call centers and Dan made an interesting and funny observation… Imagine dealing with a company via their call center, getting great service and expressing how you felt about it, only to receive a standardized (robotic) response from the person on the other end. It might go something like this: