Blog Archives




 
  • Customer Service Tip

    By ServiceElements, Christine Hill - Wednesday March 6, 2013
    Customer Service is an abstract term. This is a real challenge for today’s organizations in creating customer service standards that are genuine for their customers. For managers and leaders who want to improve the service delivery of their...
  • Creating an Organization that is Truly Customer Service Focused

    By ServiceElements, Christine Hill - Tuesday February 26, 2013
    Customer service has many connotations.  Some people associate it with restaurant or retail companies.  Others associate it with someone who deals directly with a customer.  Still, other people think of someone answering a phone at a call center...
  • Remembering the Basics

    By ServiceElements, Christine Hill - Tuesday February 19, 2013
    Service is an area where a business can clearly set itself apart from the competition -- even in aviation … especially in aviation. By providing truly exceptional customer service to customers, organizations are realizing that they can increase their...
  • The Connection Between Customer Loyalty and Customer Complaints

    By ServiceElements, Christine Hill - Tuesday February 12, 2013
    Companies that receive a steady stream of customer complaints surely risk losing customers if there is no genuine attempt to first listen to the complaint and then take steps toward a resolution.  In fact, some studies suggest that over 90 percent of...
  • What It Takes to Be #1 — From Football to Aviation Companies

    By ServiceElements, Christine Hill - Tuesday February 5, 2013
    Over 110 million viewers tuned in to watch the Super Bowl last February between the Giants and the Patriots. This Sunday the news is reporting that there will be a shortage of chicken wings because of the amount of wings consumed by these football...
  • Service Commitment

    By ServiceElements, Christine Hill - Wednesday January 23, 2013
    People who are committed to service excellence know why their jobs are important. They know their work has meaning. They know that they are providing something to the customer, something that is important and meaningful. If people feel like they are...
  • Profiling the External Customer

    By ServiceElements, Christine Hill - Wednesday January 16, 2013
    All organizations have one thing in common: they depend on customers to stay in business. There are many ways to make customers want, need, and even depend on particular products and services, but in order to create this relationship it is important to...
  • Globalization and Understanding Diversity

    By ServiceElements, Christine Hill - Wednesday December 12, 2012
    The term “globalization” has been making its way into our business conversations more often these days. What does globalization mean to us personally in our work environment? How is it impacting our jobs and how we do business? This industry is...
  • Market Culture

    By ServiceElements, Christine Hill - Wednesday November 7, 2012
    The topic of last week’s article was Technical Culture.  Technical Culture has to do with the knowledge, skills, and abilities (KSA) of those who work within an organization, and it also speaks to the efficiency and effectiveness of the work...
  • Technical Culture

    By ServiceElements, Christine Hill - Tuesday October 30, 2012
    Technical proficiency within an organization has to do with the knowledge, skills, and abilities (KSA) of those who work within that organization.  Do they have the requisite KSA to execute, technically, on delivering the product or service that the...