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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
CULTURE
Banks Need to Sell Customer Service
Many banks attribute their growth to their successful transformation to a sales culture. However onne potential casualty of the bank-branch sales culture -- the customer experience.
Monday, 24 October 2005
PG&E Wants to Close Last Customer Service Counter in County
The office on 41st Avenue of Pacific Gas and Electric Co., their only customer service counter in the county, is slated to close along with 83 others.
Monday, 24 October 2005
Unions Join to Represent Service Agents
The new partnership, the Airline Customer Service Employee Association, will represent the 6,000 former US Airways Communication Workers members.
Monday, 17 October 2005
US Cellular to Restructure Customer Service Department
Telephone & Data Systems, Inc. disclosed Friday that its U.S. Cellular Corp. unit will restructure its customer service department as a result of the recently announced exchange of cellular properties with Alltel Corp.
Friday, 30 September 2005
Top ACCS Executives Charged with Allegedly Cheating Nokia(Singapore)
Ex-CEO Victor Tan, who founded the company, faces 44 counts for allegedly engaging in a conspiracy to cheat Nokia of $4.3 million.
Friday, 30 September 2005
Untrained Remodelers Affecting Industry Customer Satisfaction ...
Not surprisingly, remodelers who employ industry best practices like setting proper expectations and sticking to production schedules fared much better than those who do not.
Tuesday, 27 September 2005
Service a Key Goal For Interim City Manager
If people call the customer service hot line for the city of Cincinnati at 591-6000 in the next few months, they should not be surprised if the city manager picks up.
Tuesday, 27 September 2005
Bringing True Customer Focus into Reality
In spite of all the catchy slogans and corporate pledges, customer service levels of major corporations have only slightly improved in the last few years. (Some observers maintain that they haven t moved at all, or have even worsened.)
Monday, 26 September 2005
The Decline of Customer Service in America
A funny thing happened on the way to progress in our culture. Pride in workmanship. In the last 20 years of living in Southern California, I have had too many sad encounters as a customer.
Monday, 26 September 2005
Service Level Management
Service level management provides a measuring stick for provider performance. Here is a batch of tips to ensure you get the most out of your service-level agreements.
Wednesday, 21 September 2005


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