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From Egg Salad to Customer Service
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When I am on the receiving side of customer service gone south, I am forced to wonder if the negative experience was a one-off fluke or—and this is what really terrifies me— is this organization consistently falling short of their customer's expectations?
"Remember, people will judge you by your actions, not your intentions. You may have a heart of gold - but so does a hard-boiled egg." - Maya Angelou
Now, please don't get me wrong. I love a well-intentioned employee just as much as I love hard-boiled eggs. I recognize that hard-boiled eggs (and well-intentioned employees) have an undisputed belonging in time and space. An egg salad sandwich, for example, is nothing without the hard-boiled egg. Alternatively, that same hard-boiled egg would not fare well in the summer heat of your locked car. Upon opening your door, the pungent smell would force you in a call to action. It would be difficult to ignore the fact that a change needed to happen. What I have a problem with, however, is when a well-intentioned manager brings a new employee into their organization and then sends them into the workforce ill prepared and under equipped. The employee might be successful or, in most cases, will fester, decay, and eventually become another percentage point on your turnover analysis.
Read the entire Justin Robbins article
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