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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.
It is easy to get triggered with an emotional response at work, but that seldom works out for the best. In this video, I talk about the mental process to go from an event happening to getting some sort of result.
Offenses and defenses are generally ranked based on points scored and points allowed. The problem is, that doesn't account for different conditions faced by each squad.You'll face similar problems when creating metrics for Lean operation.