Comments on: Improving a Department in 4 Steps http://www.serviceuntitled.com/improving-a-department/2009/07/15/ The blog about customer service and the customer service experience. Fri, 10 Feb 2012 08:35:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Leila Maucha http://www.serviceuntitled.com/improving-a-department/2009/07/15/comment-page-1/#comment-1012699 Leila Maucha Mon, 20 Jul 2009 12:58:39 +0000 http://www.serviceuntitled.com/?p=1142#comment-1012699 This is so helpful to me because I am in the same situation and these tips have really given me a better way of handling things This is so helpful to me because I am in the same situation and these tips have really given me a better way of handling things

]]> By: Virgilio Paralisan http://www.serviceuntitled.com/improving-a-department/2009/07/15/comment-page-1/#comment-1012569 Virgilio Paralisan Mon, 20 Jul 2009 09:30:24 +0000 http://www.serviceuntitled.com/?p=1142#comment-1012569 What you did in this situation is a simple and very effective approach in project management applied to customer service: Stakeholder Consultation. In my personal experience (and this is very true what you are saying) the process is "highly effective and relatively painless" especially when you get to the implementation of your agreed approach to the problem. There has to be a consensus or agreement in every step towards the resolution of issues. It can be a bit slow for some but at least whatever comes at the end is a result of everyone having a say in both the process and outcome. So many bright approaches can crash and burn simply because people are withdrawing from the process of deciding the execution of solution. Your perspective opens communication and provides avenues for people to get whatever they have in their minds right in the open. People tend to find it easier to compromise or give out more concessions if they are consulted. What you did in this situation is a simple and very effective approach in project management applied to customer service: Stakeholder Consultation.

In my personal experience (and this is very true what you are saying) the process is “highly effective and relatively painless” especially when you get to the implementation of your agreed approach to the problem. There has to be a consensus or agreement in every step towards the resolution of issues. It can be a bit slow for some but at least whatever comes at the end is a result of everyone having a say in both the process and outcome.

So many bright approaches can crash and burn simply because people are withdrawing from the process of deciding the execution of solution. Your perspective opens communication and provides avenues for people to get whatever they have in their minds right in the open. People tend to find it easier to compromise or give out more concessions if they are consulted.

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