Scott Simmerman wrote:
>But I would hate to see the policies and procedures manual if it
>actually covered all the possible situations that the employee
>might encounter. It would be a veritable "Big Book of Square
>Wheels for Wagon Pushers, Edition 543, Volumes 1 through 3.
>Revised January, 1996."
Every Police Department in California has a book like this; they are
called "General Orders" and they really do try to cover *all* possible
situations.
Regarding customer service, it is my experience that many companies write
policies to deal with the 5 to 10 percent of customers who are trying to
misuse the system. The result is that these policies make the other 90 to
95 percent of the customers (who are good, no-problem types) mad. So,
they go away! Makes no sense, but that's what they do!
Loved the story about the pants!
--Royleen White, RWA royleenw@aol.com
Learning-org -- An Internet Dialog on Learning Organizations For info: <rkarash@karash.com> -or- <http://world.std.com/~lo/>