Small Companies LIkely to Provide Good Customer Service?


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.”

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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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Mark Graban
Mark Graban is an internationally-recognized consultant, author, and professional speaker, and podcaster with experience in healthcare, manufacturing, and startups. Mark's new book is The Mistakes That Make Us: Cultivating a Culture of Learning and Innovation. He is also the author of Measures of Success: React Less, Lead Better, Improve More, the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, and the anthology Practicing Lean. Mark is also a Senior Advisor to the technology company KaiNexus.


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