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Process or Culture: Which Matters Most in Improving Customer Service?

Many times as we work with clients they tend to focus more on improving processes as a way to better customer service than addressing the cultural/employee issues that also play a role in delivering a positively memorable customer service experience.  There are many reasons for this.  Often, the process or processes that are not working as desired need fixing and hinder the ability of employees to deliver great service.  Culture change is a massive undertaking that most managers would often rather avoid but you can’t!  Let me share a story to illustrate why this is true.