Disruptive Engagement – Bad Policies need Perspective
This relates to a blog I posted up about really lousy customer service from the Taylors’ Branch of the Greenville SC Library System. I was shocked at the extraordinarily tight security on checking out a book – it was adversarial, pretty-much, and this from a library! It just goes to show you what poor service thinking blended with un-empowerment (they were NOT allowed to use judgment as a policy!) blend together.
What they NEED to do is step back and look at things logically, since the library is NOT the DMV giving out picture IDs.
You can see the blog here: http://performancemanagementcompanyblog.com/2017/07/13/it-makes-sense-to-us-thoughts-on-disengagement-and-customer-service-quality/
For the FUN of It!
Dr. Scott Simmerman is a designer of team building games and organization improvement tools. Managing Partner of Performance Management Company since 1984, he is an experienced presenter and consultant.
Scott and Dan Stones built The Square Wheels Project as an LMS, sharing tools and training to support Disruptive Engagement in the workplace.
Visit The Square Wheels Project at www.TheSquareWheelsProject.com
You can reach Scott at firstname.lastname@example.org
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