Tag Archives: Customer service

Operant Conditioning

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B.F. Skinner, Operant Conditioning [1957]

B.F. Skinner’s theory of operant conditioning assumes that the ways people chose to behave in the future are a function of the consequences that have resulted from their past behavior. Skinner identifies four types of consequences:

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The Power of Relationships

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Leaders coach their staff daily to ensure their success… 

Lack of communication between management and employees creates an environment where employees have no idea why managers do what they do.  Much like in Company A, individuals chalk up every mistake in the company to a combination of greed and stupidity.  Identify your organization’s shared knowledge and common goals across key departments: Sales, Merchandise, Customer Service, Operations, Inventory, Human Resources, Accounting, Delivery, etc.

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Why Focus On Relationships?

“Resort to fault finding rather than problem solving
is a common flaw in organizations,
and one that undermines both performance
and the potential to improve performance over time.”

W. Edwards Deming, the father of Total Quality Management

Everything starts with a relationship.  If your mission is to make your company a great place, you can only accomplish it as a team.  It is important to have shared goals and it’s just as important to achieve them through the power of relationships.

Who is the most important to an on-time departure?  The pilot?  The mechanic?  The baggage handlers?  The ticket agents?  The air traffic control?  Or each of them, together?  If the flight doesn’t take off on time, who loses?  Does the customer care whose fault it is?

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