(Rick is a highly regarded expert in the world of customer service. He is an extraordinary speaker, trainer, author and human being)
Ask most any employee at work today in American business the same question: "What's our biggest problem?" and you're likely to get the same answer:
"Communication!" How can that be? Look at the proliferation of technology that has vastly improved the way in which information is sent and received in corporations. Consider the inordinate amount of time we spend during the typical business day in
meetings. What about voice mail, e-mail, pagers, cell phones, fax machines and computers?
Yes, even with the multitude of communications technology at our fingertips; even with the increased knowledge base and education of the American worker; even with new concepts in leadership and teamwork, most people will tell you the major cause of problems in organizations can be attributed to "communication."
We wonder just how much information we are communicating is really relevant to what people actually need to do their jobs in a way that creates value for our customers?