Alison Bond: Forget management by numbers! 3 tips for real service management
Posted by Alison Bond in Customer experience on Mon, 26/10/2009 - 07:00
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Alison Bond used to believe that 'if you can't measure it, you can't control it!' But many organisations have designed a strict code of command and control by numbers which has the effect of beating the personality out of customer service. So Alison shares her three tips to achieve real service management rather than management by numbers.
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