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

Previous Post

On my Chocolate Show Munching List...New York (Nov 9-11)

Nov 4
A week from now at this time, I might be suffering from a slight indigestion and a caffeinated condition after spending some time meeting known and unknown talents at New York's Chocolate Show. I started drafting my Munching List. Not to be navel gazing or chauvinistic but I did notice tasty offerings from the New Jersey-New York area. Amongst them I will definitely have to try the Wine Truffles by J.Emmanuel . Straying a bit...
Next Post

At ATT Wireless...Customer Service does not do E-Mail? What about follow up?

Nov 5
A week after my most recent phone call to customer service at ATT Wireless, I still have not heard back from them. Should we really call this 'customer service' considering the fact that it was my 3rd or 4th call to them regarding billing issues and that my forceful complaint got a manager to take my call? Besides the fact that I still have not received a follow up call, I was baffled to be...