Beware Your UGRs - Unwritten Ground Rules
  First - UGRs. Ask your staff to complete the sentence - "around here, customers are..." and you might get answers like "intrusive, demanding, stupid, rude". Steve Simpson has been collecting responses such as those during research work.We begin by asking Steve Simpson - what are UGRs. Topics: Customer Service, Management |
 Steve Simpson, Keystone Management Services |