Skip to Content

Posts Tagged ‘Customer Service’

Thumbnail : QUALITY MANAGEMENT: Why We Need a Service Quality Body of Knowledge

QUALITY MANAGEMENT: Why We Need a Service Quality Body of Knowledge

We had an interesting discussion recently about the new neuroscience discoveries of the brain and how they impact the difference between expected, desired and delighted quality service.  Many organizations have elaborate summaries of what quality service is and is not, how to deliver it and the expectations of employee behavior in various service situations.  We […]

Thumbnail : SURVEYING: Beyond SurveyMonkey – Critical Questions To Ask Before Sending Out a Survey

SURVEYING: Beyond SurveyMonkey – Critical Questions To Ask Before Sending Out a Survey

Wiki contends that Survey Monkey had 14 million users in 2012. If you are nodding your head in agreement, you won’t be surprised that since its business launch in 2009, Survey Monkey has become a household name. Here at New Directions, we have been conducting surveys for close to twenty years; everything from designing and […]

Thumbnail : QUALITY MANAGEMENT: What does it require for a local government to be quality-driven?

QUALITY MANAGEMENT: What does it require for a local government to be quality-driven?

As Paul Barowski reflected on his recent discussion with the City of Milwaukee about their ASQ membership, I thought of several key elements that are necessary for quality to take root in city, local or state governments.  It’s also interesting to me that despite finding quality departments routinely in manufacturing, engineering, pharmaceuticals and retail, the […]

Thumbnail : CUSTOMER SERVICE: Back to the Basics – Principles of Quality Customer Service

CUSTOMER SERVICE: Back to the Basics – Principles of Quality Customer Service

Thinking about my blog topic for this week, I began to search for the newest and most innovative thoughts on customer service. Who has written a new book? Is there a new catch phrase out there? Then I stopped myself. The keys to exceptional customer service are action steps, not gimmicks. What sets you and […]

Thumbnail : Refocusing Your Customer Service Efforts

Refocusing Your Customer Service Efforts

In 2012 only 37% of brands received good or excellent customer experience index scores according to Forrester’s Customer Experience Index. 64% of brands got a rating of “OK,” “poor,” or “very poor” from their customers. Download this article to discover how to build a new customer-centered, relationship-oriented organization that meets the needs of your customers.  This article looks at […]

Thumbnail : QUALITY MANAGEMENT: What Is Quality

QUALITY MANAGEMENT: What Is Quality

In this month’s ASQ blog, Paul Borawski asks us to consider how we define quality.  Do we have a single declarative definition, or one that is multi-faceted?  Does it change based on whether we’re talking about product quality or service quality? Immediately, I recalled a video from years back of Phillip Crosby on a Scottish […]

Thumbnail : BUSINESS DEVELOPMENT: A Crowdsourced Event – Top Trends in Marketing & Communications Heading Your Way

BUSINESS DEVELOPMENT: A Crowdsourced Event – Top Trends in Marketing & Communications Heading Your Way

Crowdsourcing: is the act of outsourcing tasks to an undefined, large group of people or community (a “crowd”), through an open call. Crowdsourcing is channelling the experts’ desire to solve a problem and then freely sharing the answer with everyone. (Wikipedia) It came up in one of our latest Weekly Action Meetings (WAMs) that I […]

Thumbnail : BUSINESS DEVELOPMENT: Top Trends In Marketing & Communications (Matt's Picks)

BUSINESS DEVELOPMENT: Top Trends In Marketing & Communications (Matt's Picks)

We had great participation by some leading experts on what trends they’re watching in the field of marketing and communications in our crowdsourced blog (I encourage you to read their insights here).  I wanted to also provided some of the areas that I will be keeping an eye on this year.  As you look to strengthen […]

Thumbnail : CUSTOMER SERVICE: Asking the RIGHT People the RIGHT Questions

CUSTOMER SERVICE: Asking the RIGHT People the RIGHT Questions

I seem to be in the midst of all kinds of different types of surveys as this new year unfolds – from 360 feedback surveys which evaluate a person’s performance in key areas of management competence to stakeholder surveys where the information gathered will be used for strategic planning to meet the demands of the […]

Thumbnail : QUALITY MANAGEMENT: Using Quality Standards to Drive Service Innovation

QUALITY MANAGEMENT: Using Quality Standards to Drive Service Innovation

As Oprah Winfrey embarks on her final season I am reminded of one of her earlier shows that really provided me with an ‘ah ha.’ Years ago Oprah Winfrey had a panel of service providers on her show, ranging from a waiter and waitress to a telephone operator.  During the discussion, the waiter and waitress got […]

Thumbnail : CUSTOMER SERVICE: The Customer Revolution

CUSTOMER SERVICE: The Customer Revolution

As more customers can now tweet, blog, post, like, rant and rave about every product and service under the sun – power has been given back to the customer.  It’s not a social media revolution organizations are currently looking at and dealing with, but rather a customer revolution.  Social media is just the tool that finally […]

Thumbnail : CUSTOMER SERVICE: Customer & Client Surveying – Lessons Learned

CUSTOMER SERVICE: Customer & Client Surveying – Lessons Learned

In 2006, the new vice president of a quality department was concerned about internal customer feedback which was indicating that other departments did not think as highly of quality operations as they did themselves.  The VP tried to surface the feedback with her staff members and found them dismissing the information, stating, “Oh, nobody gets […]

Thumbnail : STRATEGY: It's a Matter of Values

STRATEGY: It's a Matter of Values

In my Quality Customer Service training, I ask participants to complete a simple exercise where they answer some quick questions: (1) how old should a piece of pie be that is served in a restaurant? (2) what time should a 16 year old be home on a Saturday night? (3) how do you know if […]

Who We Are

An innovative training and employee development firm located in southern Vermont since 1984, we specialize in helping organizations get the most out of their people by raising the bar, inspiring potential and partnering with organizations to build a people-centered, high-engagement culture.

Our Twitter Feed