Blog

September 9, 2013

Calculating ROI for Customer Service Improvement Initiatives Part I

The private sector is most familiar with return on investment (ROI) terminology, while the public sector often refers to this projection as the Benefit-Cost Ratio (BCR). […]
September 4, 2013

From One Generation to the Next

Don’t let generational conflict cause issues in your workplace; instead use it as a stepping stone to improving employee relations.   Posted by Ariel De La […]
August 11, 2013

Great Service Starts with You!

First step to taking care of your customers is to take care of yourself.   Posted by Wendi Pomerance Brick on Aug 11, 2013 at 9:45am […]
July 11, 2013

Your Coworkers Are Your Customers Too

Providing the best service to your teammates possible is as important as providing great service to your external customers.   Posted by Wendi Pomerance Brick on […]
June 3, 2013

Making Great First Impressions

Non Verbal Communication is Key to Great First Impressions.   Posted by Wendi Pomerance Brick on June 3, 2013 at 11:15am   Every organization relies on […]
May 31, 2013

Define Great Service.

The quality of customer service always comes down to these three aspects of interaction.   Posted by Wendi Pomerance Brick on May 31, 2013 at 10:00am […]
May 14, 2013

Turning an Angry Customer into Your Organization’s Advocate

Learning the reason(s) why a customer is angry can be a key to improving customer service, but first, we need to control the situation and cool […]
April 3, 2013

Rewards and Recognition in the Workplace

Spring 2013 Issue of ‘The CSA Edge” by Wendi Pomerance Brick, President & CEO. One of the most important steps in creating a Culture of Service […]
December 1, 2012

December 2012 Issue of “The CSA Edge”

Essential Element 4 – Measurement and Feedback (December 2012)
September 1, 2012

SPECIAL ISSUE: National Customer Service Week 2012

CSAEdge_CSWeek2012
July 26, 2012

Summer 2012 Issue of “The CSA Edge”

What Makes a World-Class Contact Center? (Summer 2012)
July 11, 2012

Think of Great Service as a Three-Legged Bar Stool

Posted by Wendi Pomerance Brick on July 11, 2012 at 9:30am   This was originally written as a response to a discussion started by Amy DeWolf […]