program^(1/0)

Clever programs cant change culture

Clever programs can’t change culture. Customers screech in your ear each week with the same message, “Your service sucks!” You’ve dedicated endless hours searching for the magic customer service model and asked your entire HR department to craft a series of seminars, activities, and meetings to instruct your service representatives and energize them with a vision of exceptional customer care. Invitations are sent, buzz is generated, but the handful of service representatives who show up are late, glossy-eyed, and pessimistic.…