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In The Ten Commandments of Customer Service (Atlantic City: Raphael Publishing, 1997), Richard George and John Stanton observe...

"Customers expect the following from you: reliability, empathy, assurance, decorum, follow-up, initiative, responsiveness, seamlessness, and tenacity.

• Reliability means that your services perform as promised.
• Empathy recognizes me, the customer, as an individual with individual needs and circumstances.
• Assurance suggests that you stand behind or guarantee your offerings.
• Decorum means that you, your staff, and your physical surroundings look the part.
• Follow-up is undertaken to see if you have solved my problems.
• Initiative promises action before I request it.
• Responsiveness means timely and appropriate action to satisfy me.
• Seamlessness enables me to feel like I am dealing with a single person or entity.
• Tenacity means that you never let go of me.

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Exchange has packaged six of its practical management resources into a single “Manager’s Tool Kit” and is offering the entire set at a 33% discount — separately these resources would cost $175, but we are offering the entire Tool Kit for only $112. Resources in the kit include:

• The Art of Leadership: Managing Early Childhood Organizations
• Managing Money: A Center Director’s Guidebook
• Beginnings Workshops Book #8 — Professionalism
• 250 Management Success Stories from Child Care Directors
• Developing Capable, Creative Teachers CD Book
• Leading People in Early Childhood Settings CD Book

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