Should Business Process trample Customer Service?

Are there moments when business processes trample good customer service?

Are processes in that case a way to rationalize shortcomings in the way a business is run?

If it takes 15 steps to solve a minor issue, isn't it time to rethink the way you operate.

Do customers have to suffer from business snafus or should something called flexibility be used?

Shortcuts make sense sometime.

This Monday Work Etiquette #11 is based on a true story.

Visit the Monday Work Etiquette page for previous musings.

Related Stories: 5 ways to tick off customers and Ian Urbina writes about Life's Little Annoyances

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