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	<title>Shefaly Yogendra &#187; customer</title>
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	<description>Strategy at the cusp of technology, investment and regulation</description>
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		<title>How to use &quot;process&quot; to destroy goodwill and lose revenue (3)</title>
		<link>http://shefaly-yogendra.com/blog/2009/08/11/how-to-use-process-to-destroy-goodwill-and-lose-revenue-3/</link>
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		<pubDate>Tue, 11 Aug 2009 06:38:43 +0000</pubDate>
		<dc:creator>Shefaly</dc:creator>
				<category><![CDATA[business]]></category>
		<category><![CDATA[culture]]></category>
		<category><![CDATA[customer service]]></category>
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		<guid isPermaLink="false">http://www.shefaly-yogendra.com/blog/?p=978</guid>
		<description><![CDATA[This third story is the last in this series but not the last one in the big schema by any means. Late last week, one morning, my phone rang with urgency and the following conversation ensues. Caller: I am phoning from XYZ Bank&#8217;s mortgage centre. Me: Yes, good morning. Caller: I believe you have spoken with [...]]]></description>
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		<title>How to use &quot;process&quot; to destroy goodwill and lose revenue (2)</title>
		<link>http://shefaly-yogendra.com/blog/2009/08/07/how-to-use-process-to-destroy-goodwill-and-lose-revenue-2/</link>
		<comments>http://shefaly-yogendra.com/blog/2009/08/07/how-to-use-process-to-destroy-goodwill-and-lose-revenue-2/#comments</comments>
		<pubDate>Fri, 07 Aug 2009 06:36:55 +0000</pubDate>
		<dc:creator>Shefaly</dc:creator>
				<category><![CDATA[business]]></category>
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		<category><![CDATA[customer service]]></category>
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		<category><![CDATA[customer]]></category>
		<category><![CDATA[Parcelforce]]></category>
		<category><![CDATA[process]]></category>

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		<description><![CDATA[The second story in this 3-part series illustrates how being in financial hot water can not and does not always compel organisational change. I try to support small British businesses as much as I can. In late June, I ordered some things, including perishables, from a small business in SW England. It was due to [...]]]></description>
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