• Humans vs Policy

  • Dec 20 2024
  • Length: 17 mins
  • Podcast

Humans vs Policy

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  • Summary

  • Summary

    In this conversation, Amas Tenumah and Bob Furniss discuss various themes surrounding customer experience, particularly in the context of recent tragic events and the impact of societal anger on service interactions. They explore the quality of food at conferences, the implications of a recent murder related to healthcare dissatisfaction, and the need for empathy and flexibility in customer service policies. The discussion emphasizes the importance of human interaction in service environments and the challenges posed by rigid policies that often ignore individual circumstances.

    Chapters

    00:00 Conference Experiences and Food Quality
    02:05 Tragic Events in Healthcare Leadership
    06:48 Customer Service Challenges and Societal Anger
    09:17 Policies vs. Empathy in Customer Service
    16:36 The Human Element in Customer Interactions
    17:15 contact center show vertical outtro.mp4
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