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helloReasons To Prep Before Interacting With Your Customers
3 Reasons To Prep Before Interacting With Your Customers

Here in Houston, Tx, I award my “Now That’s Customer Service!” Award to individuals or companies that provide great customer service. I rate such things as a time to acknowledge a customer’s presence, demeanor during the service interaction, interaction consistency (if I am a repeat customer), product/service knowledge, exhibited the ability to address customer concerns, […]

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helloVoice of the Customer
Voice of the Customer – Attributes of an Effective System – Part 2

In our last voice of the customer discussion, we focused on four attributes of an effective system according to John Goodman, author of Strategic Customer Service : 1. Unified Management of the Program 2. A Unified Data Collection Strategy 3. Integrated Data Analysis 4. Proactive Distribution of the Analysis. In this article, we’ll discuss Goodman’s […]

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helloWe Only Update The Website Once A Month
“We Only Update The Website Once A Month!”

I received this customer service story from a member of a local organization here in Houston, Tx. This member volunteers as a liaison between new members and the organization. She received a phone call from a new member regarding the location of an organizational committee meeting. It appears that the new member was at the […]

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helloYou Have To Be More Considerate Sir
“You Have To Be More Considerate Sir!”

A good friend of mine here in Houston recently underwent hip replacement surgery. He’s now recovering at home and receiving both physical and occupational therapy. For a while, both therapies took place on the same day of the week – Monday, Wednesday, and Friday. My friend is comfortable with this schedule as it allows for […]

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