Branding Aug 24, 2010
78 Recommendations ≠ Customer Service
TTC officials are promising to start work immediately on improving customer service with 78 improvements recommended Monday by an outside expert panel. This is a good start but is really just the beginning. In order to create a culture of customer service, the TTC must undergo true organizational renewal and transformation. And that begins with leadership.
“Leadership is lifting a person's vision to high sights, the raising of a person's performance to a higher standard, the building of a personality beyond its normal limitations." --Peter F. Drucker
Employees (union and non-union) need to buy-in to and support a common goal and vision. You cannot write an SOP (standard operating procedure) for every potential customer issue. They will have to make decisions regarding customer service every day. They have to live the brand.
Read the full article:
http://www.thestar.com/article/851197--ttc-has-its-work-cut-out
Read the full report:
http://ttcpanel.ca/report-executive-summary/
Chantel BrotenVice President / Chief Strategy Officer
- 1 person liked this.
- Like
