It's not just semantics LO6443
Fri, 5 Apr 1996 11:20:51 -0500

Replying to LO6371 --

Scott Simmerman wrote:
>But I would hate to see the policies and procedures manual if it
>actually covered all the possible situations that the employee
>might encounter. It would be a veritable "Big Book of Square
>Wheels for Wagon Pushers, Edition 543, Volumes 1 through 3.
>Revised January, 1996."

Every Police Department in California has a book like this; they are
called "General Orders" and they really do try to cover *all* possible

Regarding customer service, it is my experience that many companies write
policies to deal with the 5 to 10 percent of customers who are trying to
misuse the system. The result is that these policies make the other 90 to
95 percent of the customers (who are good, no-problem types) mad. So,
they go away! Makes no sense, but that's what they do!

Loved the story about the pants!


Royleen White, RWA

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