Customer Service

National Do Not Call Registry: A Model for Other Federal Agencies, published July 25, 2011 by Huntington
News Network
Remember how irritating it was when you had just taken your first bite of dinner and then the telephone rang? Or it
was in the last few minutes of a tied football or basketball game you were watching and your favorite team was
poised to win? But just in case it might be something important, you answered the phone, and a telemarketer began
talking at you with an unsolicited sales pitch. ...

Customer Service An Oxymoron For the Z Generation of Geeks, published July 19, 2011 by Huntington News
Network and July 20, 2011 by Caribbean News Now!
Why is it the geeks responsible for the Internet technology have no sense of customer service?  You would think
that anyone employed in social media would have basic communications skills and know that you return every
phone call and answer every letter, email and fax.  We’ve had baby boomers, the X generation, and the Y
generation.  I’ve labeled this generation of geeks the Z-generation: Z  for zero.  Zero knowledge of customer
service.  Zero ability to communicate.  Their knowledge of customer service is ... .

Government Spokesmen Are Paid to Speak, published by O'Dwyers Public Relations News, April 30, 2008
Government spokespeople have an obligation to the taxpaying public to speak to the media when asked to do so. ..

Return Every Call, Answer Every Letter, published  by Huntington News Network, May 16, 2009; www.
odwyerpr.com, May 27, 2009; and CoSIDA Newsletter (College Sports Information Directors of America),
May 22, 2009
Early in my career I had a mentor who told me to promptly return every telephone call and answer every letter.  It
was some of the best advice I've ever been given.  And, over the years, with new technology, I've added faxes and e-
mails to that list. ...

Customer Service Even More Important Today, published May 2009 by Automated Builder magazine
There is nothing magic about customer service.  It's just basic, common sense - street smarts.  Treat people the way
you want to be treated, only better.  Don't just meet, but exceed your customers' expectations. ...

What Has Happened To Customer Service?, published by Huntington News Network, July 2, 2006
If we're in a service economy, where did the service go?  Customer service are two words that soon may no longer
exist in Corporate America.  The problem is not new, but in a society where rudeness is rapidly replacing common
courtesy, customer service is simply getting worse every day. ...

Is Customer Service Soon To Be An Oxymoron?, published July 11, 2007 by Jack O'Dwyers Newsletter
For years customer service in the U.S. has been on a decline.  And, it gets progressively worse every year.  Many U.
S. companies once were role models for the rest of the world.  But customer service hit a new low yesterday when
Sprint Nextel disconnected more than 1,000 customers because they complained!

First Impressions - Telephone Etiquette Is Very Important - A voice on the telephone is often the first impression
a future customer, potential client or stakeholder has of a company or organization.  The tone, pleasantness and
politeness of the individuals in their telephone communications is responsible for the image the company projects to
the public. ...

Communicate! - This piece explains why it is important to return every phone call and respond to every e-mail,
letter and fax.  Not only is it the right thing to do, but it's good business.

Listen - You'll Learn - Listening is essential to communicating, negotiating, resolving conflicts and avoiding crises.  
Listening is hard work.  For some people, it is very difficult, but it can be learned.  Listening is truly an admirable and
enviable art ...

Gate Guardians - Good Or Bad? - Do you answer all of your calls?  Or do you delegate this to a secretary?  And
to what degree does this person screen your callers, even to the point of losing business?  

Are Your Prepared? - When was the last time you reviewed your crisis management and communications plans?  
Have you anticipated every possible crisis?  Do you have a plan in lace for each one? ...

Ask Questions - Sometimes questions are more important than answers.  In a crisis situation, you need to know the
questions to ask before you have answers to questions. ...