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What Great Customer Service Looks Like in Government

Have you ever tried to find a store or a restaurant in the downtown of a city for the first time? Maybe it’s a Mom and Pop shop like “Bobbie Sue’s Creamery,” but you don’t know the look of the building...

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Don’t Buck the Broncos’ Approach to Fan Relations

Leadership needs to be involved in customer relations, especially when things go bad. We often say that even the best strategies and initiatives put in place to create a customer service culture can...

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What Community Colleges Get Right About Student Success

Community colleges are rapidly moving in their efforts to foster Student Success. The term is defined as students getting a certificate, going to a 4-year college, etc. There are many great initiatives...

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Patients Say “Call Me…Definitely”

Improve patient satisfaction by calling the patient after they’ve left. That’s the conclusion of a study referenced in Becker’s Hospital Review. Emergency Department patients noted an average...

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A Customer Service Life – from Utilities to Consulting and Politics

Is it easier to deliver great customer service in a private industry than in a public or governmental organization? Yes, because customers of a federal, state, or local municipality don’t have a...

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Patient Satisfaction Issues? They’ve Got Your Back

Patient care is a huge driver of patient satisfaction in any healthcare business. The patient and family want you to alleviate their pain, address their malady, and fix their broken bones. But what...

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What’s the Score?

When you’re competing with others, it’s easier to know if you’re winning if you’re keeping score. Seem obvious? When you’re playing an individual sport (like golf), it’s easier to know if you’re doing...

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I’d like a burger, fries, and some customer service, please…

Is it too much to ask to get some consistently good customer service from a fast food restaurant? Well, according to the article McDonald’s customer service push irritates some franchisees, yes, it is...

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Internal Customer Service Defined

He laughed at me. I didn’t take it personally since it was just a natural reaction to something I said. A few years back, I was in a meeting with a group of small business owners who were designing a...

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Making the Computer the Patient’s Friend

I had migraines – bad ones. It got to the point where I was taking aspirin almost daily, temporarily getting rid of the headache but also having painful effects on my stomach. So my wife “encouraged”...

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Help Drivers be Students

The quality of the experience of a school student is based purely on their relationship with their teacher, right? The quality of the customer service at a hotel is based purely on their interaction...

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City Gets at the Root of Water Shut-off Issues

“If they would just read their mail…” This is a statement I hear from a lot of clients when talking about their customers (oftentimes, it’s “if they would just read their e-mails…”). The problem with...

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Don’t Zip to the Wrong Customer Service Solution

Instead of renting or buying a car, why not share it? That’s the premise of Zipcar – an organization using a “Blue Ocean” strategy to build a business. And like every business, the customer’s...

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Should Schools Clap for Parents?

Imagine being a customer walking down an aisle in your home improvement store, and employees are lining the aisle…clapping for you! You know what I call that? Unrealistic. Maybe you’re a customer...

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Customer Service – Look Internally to Ensure Satisfying Externally

With the proliferation of relatively inexpensive online customer satisfaction survey solutions (at least for web-based surveys), there has thankfully been more of a tendency for organizations to ask...

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A Startup’s Reason to Love Customer Service

I have to blog about this – a startup expert promoting the need for customer service – WOW! Many startup entrepreneurs are so in love with their product or with selling that they don’t make delivering...

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Educating Educators on Customer Service

Assuming something is rarely a wise course of action. If you’re a manager, you know how to manage. If you’re in a leadership position, you have great leadership attributes. If you serve the public, you...

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Customer Service Wisdom from a Retiree-to-be

When you retire, you get reflective. And with reflection, you sometimes come up with nuggets – words of wisdom. Brenda Fraser is a County employee retiring from 37 years of service, and in the article...

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Don’t Turn Your Clients Into Prospects

Many years ago I was consulting with a client in the financial services industry. This credit card provider would send out literally 2-4 million marketing pieces at a time with the hopes of getting a...

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Give Customer Service Some Definition

In the article New city administration sets priorities at day-long planning session, El Paso city officials met to identify 2014 goals. According to the article, “Customer service emerged as a key...

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