Customer-service strategy should trump short-term ops

12/10/2009 |

Sometimes economic constraints force businesses to accept customer-service operations as "good enough," but operational goals should never supersede strategic ones, writes Bernhard Schindlholzer. "Responsible managers have to ensure that employees are able to openly communicate -- to speak the truth -- when short-term profit gains might have a negative long-term impact on the customer experience," he says.

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