July 24, 2011
Posted by Wendi Pomerance Brick on July 24, 2011 at 10:30am Excellent service is important to all of us. It measures our success as professionals. […]
July 1, 2011
Essential Element 1 – Setting Service Expectations (July/August 2011)
June 5, 2011
Posted by Wendi Pomerance Brick on June 5, 2011 at 10:03am Of the organizations that have written expectations and standard operating procedures for contacting customers […]
May 25, 2011
Posted by Wendi Pomerance Brick on May 25, 2011 at 8:18am Agile Bureaucracy: Improving Service in Government http://ning.it/jXBWgo (Originally posted on GovLoop.)
May 1, 2011
Presidential EO and the Six Essential Elements (May/June 2011)
April 28, 2011
Posted by Wendi Pomerance Brick on April 28, 2011 at 9:15am http://www.govloop.com/group/citizenengagement/forum/topic/show?id=… A new Executive Order to improve customer satisfaction was issued yesterday. This […]
March 14, 2011
Posted by Wendi Pomerance Brick on March 14, 2011 at 5:05pm Most organizations promote people based on technical knowledge, seniority, etc. They almost never (at […]
March 1, 2011
The Four Universal Customer Desires (March/April 2011)
February 25, 2011
Posted by Wendi Pomerance Brick on February 25, 2011 at 9:32am Thanks, Gabriela, for the commment on the previous post. I started to answer, and […]
February 13, 2011
Posted by Wendi Pomerance Brick on February 13, 2011 at 4:24pm You and I have both had experiences where we see an employee role their […]
January 30, 2011
Posted by Wendi Pomerance Brick on January 30, 2011 at 9:47am The main reason why “Customer Satisfaction” in public organizations is so difficult is because […]
January 23, 2011
Posted by Wendi Pomerance Brick on January 23, 2011 at 9:46am “When I have an angry customer, I just put the phone down on my […]