Thursday, October 07, 2010

Ten Customer Service Rules for Managers and Those Who Manage Themselves Too


I have been on the road for two weeks now and not have had time to write at length after long cross country flights, cross state drives and not long enough sleep. But I wanted to get these out these out to you to ponder and implement. Look forward to comments.

Customer Service Rules for Managers


Rule 1
Students are our primary customers
Rule 2
Our colleagues are our customers too
Rule 3
Take care of our customers
Our customers’ needs must come before our own or we will lose customers. Always have time for customers!
Rule 4
If an employee deserves praise, praise her
If an employee does not deserve praise, retrain him
Rule 5
Annual reviews are too late and have limited value
Conduct informal reviews at least once a month and
Listen twice as much as you talk
Rule 6
Say thank you to each employee at least once a day
Rule 7
Celebrate small victories
Celebrate big victories big
Rule 8
Remember that your colleagues have lives outside of work
You do too
Rule 9
If the phone is ringing and everyone is busy, answer it
No work is below you
Rule 10

Get a copy of the newest version, the 2010 update of the Principles of Good Academic Customer Service by clicking here and asking NOW.

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1 comment:

Phillip said...

Hi Mr. Raisman. As a customer service consultant, have you done works with call center companies/agencies? As I have noticed, call centers are now making partnerships with big and small companies for customer service-related affairs.