customer service

Being a Good Customer Service Individual

Tags: customer service, consultingPosted: 12/20/2016

"A customer is the most important visitor on our premises, he or she is not dependent on us. We are dependent on them. They are not an interruption in our work. They are the purpose of it. They are not an outsider in our business. They are a part of it. We are not doing them a favor by serving…

Who Do You Really Work For?

Tags: Federal IT, stakeholders, customer servicePosted: 09/19/2016

Do you know who your program stakeholders are? Most would immediately answer by saying “the end-customer.” Although that is a valid answer, in reality it may be incomplete. Clearly the end-customer is the key stakeholder, but when managing IT programs—especially complex transformational or…

Success in the New Year Starts with Your (Happier) People

Tags: customer servicePosted: 09/19/2016

Luxury hotel pioneer J.W. Marriott famously said, “If you take care of your people, your people will take care of your customers, and your business will take care of itself.” Mr. Marriott’s wisdom applies to any industry in any time. In that ever-present business triad of people, process, and …

Have IT Your Way: The Importance of Customizing to the Customer

Tags: customer servicePosted: 09/19/2016

Good Customer Service Helps Grow Business The IT industry is becoming increasingly competitive, with budgets in both the public and private sector shrinking. How do we as IT professionals combat this problem?  Perhaps we should take a page from the King’s book – The Burger King. After 40 years,…

Clear Communication: The Key to Workplace Success

Tags: customer servicePosted: 08/01/2015

"Developing excellent communication skills is absolutely essential to effective leadership. The leader must be able to share knowledge and ideas to transmit a sense of urgency and enthusiasm to others. If a leader can't get a message across clearly and motivate others to act on it, then having a…

Communication: Why You Should Just Do It

Tags: Federal IT, customer servicePosted: 05/01/2014

I was not looking forward to last Tuesday. I had to meet “the cable guy.” Most of us have been in this situation before. You schedule a service appointment and are informed that a technician will arrive at your house tomorrow between 9 am and noon. But will they really? And if so, will it be at 8:…

DOL’s Customer Service Modernization Program

Tags: labor, customer service, CRMPosted: 10/01/2011

On April 27, 2011, President Obama issued an executive order directing departments across the federal government to improve and streamline customer service.…