Over the course of a few weeks, I had to interact with customer service several times in several different companies. I took away a set of lessons about how to practice customer service that aligns with a continuous improvement culture.
While bosses control the lion's share of their relationships with employees, employees can behave in a way to modify their leader's behavior.
Buffer time, in projects, is the 'fudge factor' that compensates for delays. It can be embedded into tasks, or held in reserve by the project manager.
