I saw the results of a Harris Interactive online poll, which said only 3.6% of respondents thought “large companies” are “most likely to have good customer service.”
Why is that people feel that way? From a lean or TQM perspective why should this be? It seems that large companies should have the resources and processes in place to have good customer service. Does management in a large company lose site of customer service to manage the numbers and investors? Are large company employees feeling so “blah” (because of uninspiring leadership) that they don’t feel motivated to take care of customers?
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