Showing posts with label chain of operation. Show all posts
Showing posts with label chain of operation. Show all posts

Sunday, June 16, 2013

The Scapegoat

I recently read a story about a bad experience the author had when renting, what I presume was ‘Virtual Office Space.” In this story it was referred to as “a hired room.” The picture painted is one I can relate with, only from the other side of the rant. . . To read the full story visit: http://www.beyondnetworking.co.uk/customer-service-where-did-it-all-go-wrong/

Customer service – where did it all go wrong? Posted on May 10, 2013 by Jason Cobine

Good Point-Wrong Direction.

                I am not entirely sure if Cobine was actually asking a question in his opening line, but either way, I feel the need to give an answer [based on experience]. This post is about customer service, or rather the lack of it, why people serving customers get it so wrong, and what can be done about it.” (Corbine, 2013)

                The reason why “people serving customers get it so wrong,” is because in cases like this, getting it right is not an option. “What can be done about it,” is targeting the proper assailant, for starters. It is a big waste of time publically ranting about it, if the rant says little about the actual problem. Not only does this story miss the mark, but it also did little to even scratch the surface. Chances are, those who fail to see the picture, are of like nature, to those who hold the blame.

                I am not going to waste my time defending the employee, to me it is obvious the worker/s were not who we should be evaluating. I would suggest considering the chain of operation, and where the true accountability lies. I also will not waste my time bashing the culprits, it is not my complaint. What I will do, is take the time to give ‘props’ to the worker who works the end of ‘the chain’.  

Parting words: “A scapegoat is as nearly as welcome as a solution to the problem” (unknown)

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