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Posts Tagged ‘quality service’

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 : 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 : 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 […]

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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.

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