management

Use customer service standards to engage customers and employees

February 24, 2010

A while ago I was engaged to do a customer service seminar for a city. One of the things they wanted to talk about was establishing customer service standards. So I began a search for other cities that had already established customer service standards to see what their experience had been. My first search in [...]

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Customer service is everyone’s job

April 9, 2009

In the course of my daily reading, I ran across this article. In it the author advises us to point our fingers squarely at management when an organization fails to deliver decent customer service. And I agree, to a point. But the job of delivering great customer service does not rest on management’s shoulder’s alone. [...]

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