Scoble: "When a customer is having pain you take care of the customer then and there. You worry about process later."
When I was with eTelecare, I would often ignore rules to help our customers -- often to my superiors' dismay. That's how I ended up piloting an experimental winback operations team which earned the codename Tenchu -- "Divine Justice" for our customers.
Here's to breaking the rules to do what's right.
2 comments:
You never got a CA for that? Cool!
If by "CA" you mean some sort of nasty memo from the top, I had a whole collection of those. ;)
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