Hello, and welcome to the Performance Role Play Training blog.
This is where you’ll find news, insights, and industry info – all focused on issues like communication, performance, leadership, human capital and, of course, our favourite topic: immersive learning through Business Role Play.
Does the customer actually count?
Nothing frustrates me more than bad customer service. After two years of trying to get a rebate on an unused cancelled ADSL line, it happened. Elation! I also changed the service, booked a time for installation and breathed a sigh of relief. Bomb drop! They arrived 4 and a half hours late with the wrong product, are invoicing me for a different more expensive service and the line is dead. How long will it take me to wake up? It’s time to change service providers. Clearly for them the customer doesn’t count.
In most, if not all organisations, performance management systems are introduced and enhanced in order to ensure continuous improvement and optimisation. Performance management systems are also one of the tools through which employees are acknowledged, incentivised and where applicable corrective measures put in place. This neatly outlined argument is of course perfect in theory.
Why do things get a little colourful when it comes to implementation?
“You guys must fight so often!”
“You guys must fight so often!” is usually what I am told when I tell people that my business partner is not only by business partner but my best friend, room mate, wing women, and in general the person I spend all my time with. And my answer to them is very simple “No not at all”