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What if the Customers Insist on Service that Breaks the Established Procedures? - Page 3


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  Post Number #17  
Old 4th January 2011, 10:02 PM
StMichael

 
 
Total Posts: 32
Re: What if the Customers Insist on Service that Breaks the Established Procedures?

Quote:
In Reply to Parent Post by Jennifer Kirley View Post

However, when it comes down to managing behavior (and some customers can "learn" there's no consequence to their behavior and keep it up) a fee might help. But it should be undertaken carefully, in case they have choices of who to buy from.
I must be the envy of many in the service industry, as I have a "captive" customer. The school does not really have a choice, since the Board prefers to let the money move from the left pocket to the right pocket, instead of flowing out to another service provider.

Anyone can tell me where I can look for to get a signature function? I have it in other forums, but not this one!

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  Post Number #18  
Old 4th January 2011, 11:40 PM
harry

 
 
Total Posts: 6,273
Re: What if the Customers Insist on Service that Breaks the Established Procedures?

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In Reply to Parent Post by StMichael View Post

......................... Anyone can tell me where I can look for to get a signature function? ....................
Signature - Personal Signatures that show at the bottom of my posts
Thanks to harry for your informative Post and/or Attachment!
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  Post Number #19  
Old 4th January 2011, 11:45 PM
StMichael

 
 
Total Posts: 32
Re: What if the Customers Insist on Service that Breaks the Established Procedures?

I managed to get the signature function. I suspect one needs to post quite a bit to get that function, as a "perk"!
  Post Number #20  
Old 7th January 2011, 09:51 PM
JaneB's Avatar
JaneB

 
 
Total Posts: 3,518
Re: What if the Customers Insist on Service that Breaks the Established Procedures?

Quote:
In Reply to Parent Post by StMichael View Post

I managed to get the signature function. I suspect one needs to post quite a bit to get that function, as a "perk"!
No. Just stay around more than a day or two. (Occasionally people zip in and try and use the Cove for their own purposes, usually self-promotion/spam, so there are a few restrictions.)

Glad you have got useful advice. I can't add much to what's already been said, other than to say it's very good advice you've been given by a number of people says.

Quote:
In Reply to Parent Post by Sidney Vianna View Post

A QMS should always support the business model of the organization and never the other way around.
Yes indeed.

PS You can write into a procedure a business rule/policy something along the lines of "exceptions must be authorized by the team manager " and use that for special cases, exceptions to the general rule, etc. After all, that's one reason why one has managers: to make intelligent decisions.

If the system is dysfunctional, cumbersome, hard to work with or even just crappy, that is not - ever!! - the fault of the Standard. It is in the implementation - ie, the how it's done, often because people haven't properly understood the requirement, and/or have copied what they've seen before or been told by others (equally misinformed).

The Standard says what must be done but does not dictate the how. So if the 'how' isn't working well for you, then change it so that it is.

Last edited by JaneB; 7th January 2011 at 09:54 PM. Reason: add final para
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