“Sometimes you have to ignore the rule book” and “the rules should not become an excuse for poor customer service or an obstacle to great service” are quotes from Richard Branson’s recent article in Canadian Business. His example of a situation where the rules needed to be broken was one where an accountant (again, like his last example) refused to exchange a ticket because the customer had not paid an exchange fee before it expired. A supervisor subsequently ok’ed the exchange.
At Monk Office we have set standards for customer service rather than rules. Of course we have procedures for handling cash and there are credit and refund policies, but we are flexible in their implementation with the long term objective of customer satisfaction.
Flawless Execution is about consistency and our accounting department is at the top of their game, dealing with internal and external customers and all of the issues that are thrown at them. Do you agree?
I would love to hear examples where you have been impressed with the service we have provided (or not, if that is the case) and you can post a note to my blog or reach me on Facebook or LinkedIn
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If any comments are inappropriate for my Blog, I will remove them. For example, personnel issues will not be posted for the public to see nor should they be addressed in this way. Again, choose the phone or email for some of these issues.