http://rudyvidal.net/2007/12/you-cant-policies-vs-you-should-policies/ Growing business through systematic focus on customer values. Sat, 25 Jun 2011 06:04:07 +0000 hourly 1 http://wordpress.org/?v=3.2.1 http://rudyvidal.net/2007/12/you-cant-policies-vs-you-should-policies/comment-page-1/#comment-6 Being Right Can Hurt You. « Extreme Customer Satisfaction Sun, 06 Apr 2008 22:02:47 +0000 http://willtheybuyagain.wordpress.com/2007/12/11/you-cant-policies-vs-you-should-policies/#comment-6 [...] Customer Service cultures can, at times, reach a point of “US vs. THEM”. This should be avoided at all costs. To the extent the culture begins to defend itself from customers, things are only going to get worse. (The first symptoms are usually found in defensive policies that affect all customer, in an effort to defend agains a small group - see a previous post) [...] [...] Customer Service cultures can, at times, reach a point of “US vs. THEM”. This should be avoided at all costs. To the extent the culture begins to defend itself from customers, things are only going to get worse. (The first symptoms are usually found in defensive policies that affect all customer, in an effort to defend agains a small group – see a previous post) [...]

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