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?
What do you think? Please scroll down (or click) to post a comment. Or please share the post with your thoughts on LinkedIn – and follow me or connect with me there.
Did you like this post? Make sure you don't miss a post or podcast — Subscribe to get notified about posts via email daily or weekly.
Check out my latest book, The Mistakes That Make Us: Cultivating a Culture of Learning and Innovation:
