Customer Service - Exceeding Expectations

External Service Quality Standards: A key to keeping your customers and winning those of your competitors.

With Service and Satisfaction For All

      Chris W. Brussalis, President & CEO

When we think about customer service, we most often think of our external customers – those who seek our products or services.  We are committed to providing these individuals and organizations consistent, prompt, friendly service.  But do we provide the same quality of service to individuals within our own organizations? 

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Customer Service - Exceeding Expectations

Good customer service rarely will elicit a reaction.  It’s expected.  The only time we really take notice and react is if the level of customer service falls below a stellar performance and usually we will tell everyone we know about the encounter.  If someone exceeds ones expectations a little, we may smile and thank them with genuine sincerity.

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        Steve Ezar, Consultant

External Service Quality Standards: A key to keeping your customers and winning those of your competitors.

Well done is better than well said.
-Benjamin Franklin  

As Mr. Franklin articulates, actions do speak louder than words and in the world of customer service it is critical how the customer is treated throughout their shopping experience, not the intent behind the company’s quality slogan.  The challenge becomes how to transform the customer service strategy into exceptional customer service.

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         Kelly L. Glass, Consultant

With Service and Satisfaction For All:
Improving internal customer service can increase profits, decrease costs, and improve regional vitality  

“Caring for your ‘associates’ is fundamental to caring for your customers and shareholders.”

-Home Depot co-founder Arthur M. Blank[1]   

“Employee satisfaction equals customer satisfaction at UPS.”

-former UPS CEO Kent Nelson[2]  

Businesses that want to remain competitive must realize internal customer service is more than idle rhetoric or dogma.  Treating your employees, co-workers, associates, and managers like your clients will improve service to the external customers who purchase your goods or services, reduce company turnover costs, and may bolster the economic vitality of your community.  

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