How Is Your Customer Service?

11/05/2009

How Is Your Customer Service?

All that you touch You Change. All that you Change, Changes you. The only lasting truth is Change.
Octavia E. Butler (1947-2006), Science Fiction Author

I have just struggled through four weeks of pathetic customer service from SONY, so the article — "What Customers Really Want" — in Harvard Business Review (September 2009; hbr.org) jumped out at me. The article summarized a survey where customers were asked what dimensions of customer service are most important to them. Here, in priority order, are their five most important customer service concerns for organizations they deal with...

Has knowledgeable employees
Addresses my needs on first contact
Treats me like a valued customer
Demonstrates desire to meet my needs
Can quickly access information

Guide for Managing Early Childhood Organizations

Exchange's all-time bestseller, The Art of Leadership: Managing Early Childhood Organizations, serves as an invaluable guidebook for early childhood managers and textbook for early childhood instructors. The comprehensive guide, which now is available in both print and CD versions, includes contributions from the leading experts in the field on the following management areas...

Leadership
Advocacy
Getting organized
Legal issues
Financial management
Fund-raising
Personnel policies
Recruiting and selecting staff
Supervising and developing staff
Evaluating your program
Shaping your curriculum
Working with parents
Marketing your program
Community outreach

Automate your center’s Food Program records! Calculate Free/Reduced/Paid monthly with a click! Do Milk Audits in seconds! The premier CACFP software is now available for centers and Sponsors of centers! Download your 60 day free trial today!

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