Comments on: 142857 http://blog.theplanet.com/2007/08/02/142857/ Welcome To The Planet's Weblog! Sat, 14 Nov 2009 22:33:20 -0600 http://wordpress.org/?v=2.8.5 hourly 1 By: Kevin Hazard, Web Hosting Evangelist http://blog.theplanet.com/2007/08/02/142857/comment-page-1/#comment-1572 Kevin Hazard, Web Hosting Evangelist Mon, 06 Aug 2007 14:07:51 +0000 http://blog.theplanet.com/2007/08/02/142857/#comment-1572 Ed, I think you're right about the dangers of repetition, but there is a gray area in the realm of "repetition": redundancy v. consistency. In IT departments, providing a consistent positive result is the primary focus, but that focus should not detract from personal service and support leading to that result. The disconnected "redundancy" kind of repetition is the biggest danger in customer service. Ed, I think you’re right about the dangers of repetition, but there is a gray area in the realm of “repetition”: redundancy v. consistency. In IT departments, providing a consistent positive result is the primary focus, but that focus should not detract from personal service and support leading to that result. The disconnected “redundancy” kind of repetition is the biggest danger in customer service.

]]> By: Ed Abbey http://blog.theplanet.com/2007/08/02/142857/comment-page-1/#comment-1573 Ed Abbey Fri, 03 Aug 2007 20:18:22 +0000 http://blog.theplanet.com/2007/08/02/142857/#comment-1573 Repetition can also leave people to feel like another cog in the machine, in that anyone can come in and do their job according to policy. It avoids creativity and critical thinking so that the end result will always be the same. Repetition has its place but customer service is not one of them, at the end of the line you are dealing with human and not a computer. Repetition can also leave people to feel like another cog in the machine, in that anyone can come in and do their job according to policy. It avoids creativity and critical thinking so that the end result will always be the same. Repetition has its place but customer service is not one of them, at the end of the line you are dealing with human and not a computer.

]]>