Buck Rodgers on creating customer commitment

Article Abstract:

Providing customer service entails assuring that organizational principles are sharply defined and made apparent to all employees. The firm should strive not only to be best at customer service in its own field, but also best in all fields. Five concerns are identified which the organization must address to be successful in gaining customer commitment: top-down management commitment; an organizational operating philosophy which reaches all employees; development and training; feedback and measurement; and rewards and recognition. Consultant Buck Rodgers cites development and training as the area in which companies and organizations are most weak.

Rodgers, Buck

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Afraid of irate customers? You don't have to be!

Article Abstract:

Employees who must deal with irate customers should develop a positive attitude; be well-versed in company, services, products, and procedures; anticipate difficulties and know how to handle them; focus on the customer; and stay objective. One of the most effective ways to influence the customer is to listen carefully. Use of feedback, paraphrase, and questioning techniques can also be helpful.

Anger

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Cray's new focus on customers

Article Abstract:

Cray Research has developed a customer satisfaction program that incorporates seven components. The components include a customer-service philosophy, a method of measuring customer satisfaction, guidelines on the roles and responsibilities of personnel, a system of managing human resources, a training program, effective communication, and an implementation plan.

Services, Customer service, Cray Research Inc., CYR

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