Just few words about the last book I read : « Service Incompris! » (not included service). Objectively it is the worst book I ever red, in fact is not truly a book, it look more like a list of dislike behaviors, a kind of complaint against the poor quality of the service in our society. I don’t want to said the remark is bad because we can truly said that there is a lack of service, but the book don’t make a veritable survey which may allow him to get to some conclusions, however it turn over the subject and criticize a little of everything…
I will only try to keep in mind some paragraphs for the day I need to write a Quality Plan or an Ethic Chart. Without been really services quality, it some morals rules we forget so easily:
- to estimate customer (be polite, to remember him, to listen to him, to keep our words…)
- to be reliable in all relation with customers
- to be responsible (to be able to answer)
- to be curious
… and some others.
References: Service Incompris! pour le retour du client, Jean-Paul Guedj édition d’Organisation.