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Hounded by customer service
May 10, 2008

Surveys when used properly provide feedback on what is working and what is not. Feedback without follow up action or improvement is mere conversation.  Feedback designed to reinforce one's worth is deporable.

Try securing feedback by asking those you serve two simple yet direct questions:
1)     Tell me three things you like about how I served you?
2)     Tell me three things I should improve?

Feedback is the key to great service. However it isnít feed­back if you donít listen. You must believe the feedback you are given. Donít be defensive; welcome an opportunity to improve. Donít make excuses. And act upon what you listened to.

http://articles.moneycentral.msn.com/SavingandDebt/C onsumerActionGuide/HoundedByCustomerService.aspx


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How you do... What you do gives us hope in what is perhaps the most comprehensive book published in awhile on the topic of transforming your culture into one that is renowned for Service Excellence. 

"How You Do What You Do", by Bob Livingston

 
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