David Weinberger on Culture
The ISO organization — the global purveyor of standards — has issued a new standard:
A new ISO standard offers a solution for organizations on those occasions when the customer is dissatisfied with a product or service — guidelines for handling complaints in a manner that gives optimal results for both the organization and unhappy customer...
...The standard gives complete guidance — including principles, issues for consideration and structural aspects — for the management of the overall complaints-handling process, with numerous checklists, sample forms and practical examples.
Next on ISO's agenda is Standard 10003: How to smile like you mean it.