Wednesday, September 28, 2011

Subjectivity can stoke fear

Book Mark
Breaking the Fear Barrier
Tom Rieger

Reward the courageous employee

A credit card company was faced with something apparently inscrutable: A negative correlation between its internal subjective perceptions of customer service and what customers actually thought, so much so that what the company defined as good service was actually bad service, and vice versa. But the company assumed it was doing the right thing because the employees followed predetermined steps with perfect compliance, reads a narrative in Breaking the Fear Barrier by Tom Rieger (Gallup).


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