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Keeping Up With the Vigilante Consumer
By
Patricia Fripp, CSP, CPAE
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Superb customer service can make all the difference. We have to exceed
the vigilante consumers' expectations. Here are some strategies for
success.
(Added:
21-Feb-2002
Hits:
250
)
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Customer Service Improvement: It’s Mission Critical To Your Future
By
R. Michael Donovan
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ADOBE ACROBAT REQUIRED Consultant R. Michael Donovan asks, “Do you really provide what your customers want and need?” He contends that companies who continuously excel at customer service will gain more marketshare. Mike provides his reader with 10 questions that can help an organization assess its customer service performance, progress and opportunities for improvement.
(Added:
23-May-2001
Hits:
416
)
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“We Can’t Forecast Our Business!”
By
R. Michael Donovan
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ADOBE ACROBAT REQUIRED Consultant R. Michael Donovan article entitled “We Can’t Forecast Our Business!” is a statement he has heard countless times in over 25 years in consulting. Donovan contends that most companies are doing forecasting without the right tools, proper training, a defined process and the necessary information to support good forecasting. As a result, the consequence is a significant and unfavorable impact on overall business performance.
(Added:
23-May-2001
Hits:
421
)
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Where's The People Factor?
By
Dave Bowman
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It seems organizations are becoming more anonymous and technologically robotic every day. They're substituting machines for people at an ever-accelerating rate. And, when a human being is present, it's so often a low-paid, untrained, discourteous person, at least judging from the quality of service (or lack of it).
(Added:
7-May-2001
Hits:
234
)
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Building a World-Class Customer Process - November 1997
By
Ivy McLemore
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Controllers are in a perfect position to help their organizations achieve maximum financial benefits throughout the customer cycle — and be perceived as valuable business partners.
(Added:
21-Apr-2001
Hits:
602
)
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