Key Industries
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Recent Tips and Posts
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Adopt the Practice of Proactive – 4/1/14 TOW
Proactive – I use the word all the time (maybe too much). I sometimes use it so much that I’m assuming everyone defines it similar to how I do, and I wonder how we really apply the concept. I define “Proactive” as initiating an action or a sharing of information. In the world of customer […]
Anatomy of a DMV Experience – 3/25/14 TOW
The Department of Motor Vehicles (DMV) employee was very nice and patient with me on the phone. I’m sure that any supervisor that was listening in on the call would give the representative good marks for addressing my need and thanking me for my call. But it was a horrible experience. Why? As Paul Harvey […]
In Government, Do You Want Good Customer Service or Low Costs?
Quality, Price, Service – Select any 2. This is the sign that supposedly hangs (or hung) in dry cleaners across the country. The point is, you can’t have all 3, so figure out – essentially – what you DON’T want. In the world of customer service, organizations often have a similar question – Do we […]
