Repairing a bad reputation

Abstract

One of the greatest challenges we can face is repairing a bad organizational reputation (deserved or not). Our experience makes it clear that it's not enough to do things the right way. Whether we know it or not, and whether we like it or not, customer service is not about technology; that's an unwelcome surprise for those of us who came up through the technological ranks. We consider some of the factors that can cause a bad reputation, and discuss techniques we've used to address the problem and how well they've worked for us.