What Customers Expect

02/11/2009

It's not differences that divide us. It's our judgments about each other that do.
Author, Margaret Wheatley

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.

A Tool Kit for Managers

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

Our Children Are Growing and So Are We! Learning Care Group is rapidly expanding in major metro markets across the United States and we are seeking passionate career minded individuals to join our management team today! Learning Care Group offers employees a fun, challenging work environment that fosters teamwork, inspires professional excellence and encourage contributions by all team members. With locations throughout the United States, there are countless advancement opportunities available! We can’t wait to meet you!

For more information about Exchange's magazine, books, and other products pertaining to ECE, go to www.ccie.com.