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Making the customer happier can sometimes be
done
with a simple procedural change. We are lucky
when
that lightbulb goes off in interesting ways.
Oprah
Winfrey's great quote seems appropriate:
"Luck is a
matter of preparation meeting opportunity."
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It Suddenly Hit Me!
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Years ago, I had to improve desktop support,
where technicians visited people's desktops
to troubleshoot problems. Since many times
the people were not at their desk when this
happened, they felt frustrated with this
support; they didn't know when the technician
visited their desktop or the status of their PC
problem.
One day while on a business trip, I saw
that the maid service left some chocolates on
the pillow with a card indicating that she
visited my room. Ahah! The
lightbulb went off! I decided to use a
similar strategy
for the desktop support group. We sent
technicians to people's desktops with 2
postcards to leave at the desktop. And the
Clients
loved it!
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Customer Connectivity- The Key to Optimizing Customer Satisfaction
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By Bill Gaw
The reality of Customer Satisfaction is in
the eyes of
the beholder - the customer. The sooner we
realize
and accept our customers' perceptions of our
products and services as reality, and accept
it as our
challenge, the sooner we will earn their
confidence
and become their permanent supplier of
choice.
Customer connectivity represents a set of
business
processes touching on all aspects of the
company.
Customer satisfaction is a great deal more
than the
clichés "getting close to customers" and the
motto "the customer is always right".
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Next Issue: Writing Proposals
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Submit Your Article & Expand Your Visibility
Our next newsletter will focus on writing
business
proposals. We invite you to submit articles to
publish in our eNewsletters. In addition, if
you have any feedback on customer service topics,
we look forward to hearing from you.
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