Customer Service Blog

Thoughts on the World of Customer Service and Tips on Service for Businesses

Orillia’s Orientation Toward Customer Service

I know, I know – Government customer service is an oxymoron – I’ve heard the joke often, but I’ve worked with too many local government organizations to believe it’s true. … Continue reading

July 3, 2015 · Leave a comment

Districts Can Take Customer Service to HEART

“Customer Service” can be an uncomfortable phrase to use in the education world. We’ve seen this lack of comfort at the K12, community college, and university levels. There is often … Continue reading

February 4, 2015 · Leave a comment

BRE and “Live Business Intelligence”

In the article North Peace Economic Development Commission to launch a regional Business Retention and Expansion, the NPEDC says that it’s creating a BRE program – in short – to … Continue reading

October 15, 2014 · Leave a comment

Patient Satisfaction…from a Child’s Mouth to Our Ears

In the Forbes article This 15-Year-Old Absolutely Nails What ‘Patient Centered’ Is – And Isn’t, the author addresses patient satisfaction (or a lack thereof) in today’s hospitals. He shows the … Continue reading

February 11, 2014 · Leave a comment

10 Key Customer Retention Evaluation Questions

Many times when we address key customer retention strategies and customer retention success stories, the crux of what we’re saying is that you have to get to know the customer … Continue reading

January 9, 2014 · Leave a comment

Smart 1-to-1 of Season Ticket Holder Research

Big data? Let’s start with Smart Data. Pro sports organizations feel they know their fans well, and then they conduct their own fan surveys and are frustrated by the lack … Continue reading

November 19, 2013 · Leave a comment

Customer Service – Look Internally to Ensure Satisfying Externally

With the proliferation of relatively inexpensive online customer satisfaction survey solutions (at least for web-based surveys), there has thankfully been more of a tendency for organizations to ask customers about … Continue reading

September 10, 2013 · Leave a comment

Sample a Sports Survey

When theory moves to practice, it’s always a good thing. As much as we love talking about why and how to conduct client surveys, it’s always helpful to look at … Continue reading

July 2, 2013 · Leave a comment

A Customer Service Life – from Utilities to Consulting and Politics

Is it easier to deliver great customer service in a private industry than in a public or governmental organization? Yes, because customers of a federal, state, or local municipality don’t … Continue reading

March 14, 2013 · 1 Comment

Patients Say “Call Me…Definitely”

Improve patient satisfaction by calling the patient after they’ve left. That’s the conclusion of a study referenced in Becker’s Hospital Review. Emergency Department patients noted an average satisfaction rating 8.3% … Continue reading

February 28, 2013 · Leave a comment

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