Excellent customer relationship management (CRM) is everything into days business world – no mater who you are and what project you are working on.The Services Safari blog posting “The Bad Behaviors of Service Professionals” gives us some key pointers on what constitutes bad customer service.For your convenience, we have summarised these sins.
1) Lust – I’ve seen people try to charge in their after-hours wining and dining and expect some third party to pay for the enhancement of their love life.
2) Gluttony – How in the world can four people justify a $1,700 meal? I’ve seen people try it.
3) Greed – One enterprising lad tried to charge in two per diems when he crossed the international date line. Not surprisingly, he didn’t want to reverse the charge when he came back home.
4) Sloth – When lazy consultants or service providers charge people for time that they didn’t even work, it’s wrong and unethical. One practice particularly galled me. Some staffers got the answers to some self-study training materials. So, they charged in the time like they had done the work but they obviously didn’t. Worse for them, I re-tested these folks and they all failed. Then, I fired them for fraud.
5) Envy – I’ve known some partners with a bad imperious streak. They spent more that anyone else because they believed that they were better than everyone else. They weren’t.
6) Pride – “My clients are used to me charging them $8,000/month in expenses. I can’t come in under that!”. Yes, you can.
7) Wrath – Just because the client treated you badly doesn’t give you the right to stick it to them via your expense report.
For the full posting and for more customer service infractions click here
