Bill Lisowski shares updated information and questions related to the subject matter in the three books he co-wrote: Positioning Success, Earning Success, and Retaining Success. Look for facts and commentary on issues related to business management, leadership, people development and mentoring, process improvement, and current business news.
Go figure. A 33-year-old mayor of a Siberian oil town in Russia has banned all of its civil servants from using such defeatist terms as: "I don't know," "It's impossible," "It's not my job," or the ever favorite "I was on vacation," to name a few of the more than 25 phrases deemed customer unfriendly. What a revolution in business practice to actually find an answer to a customer's issue or problem. Maybe this sentiment needs to be explained to the thousands of overseas help desk operators, especially in the tech field, who are more concerned with reciting the company's script and beating the average time for answers (or non-answers). Maybe it needs to become standard practice for all service-industry employees. Maybe it needs to become the philosophical and cultural standard for American business. For those of you who say it exists, I respectfully beg to differ. Servicing a customer is not delivering satisfaction. Until that distinction is understood, at least one Russian town seems to be getting it!
About Bill Lisowski
Bill Lisowski is co-author of the three book "Success Series," "Positioning Success," "Earning Success," and "Retaining Success." He has owned three small businesses, spent 6 years as an editor, journalist and photographer, handled increasing responsibilities during his 15 years working with 3 major Fortune 500 retailers, and has helped several small and medium sized service-oriented businesses as a consultant with his partner, mentor friend, and co-author, John Mengelson. Currently he is Senior Vice President for Vendor Management with IPT.