Susan Hoekstra 

 shoekstra@theservicejourney.com
Customer Service Expert
Author:  The Service Journey

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BLOG.TheServiceJourney.COM: Category Archive for Leading Customer Service

Can Good Customer Service Reduce Lawsuits?

Posted by Susan Hoekstra at 5/4/2010 9:47 AM | Add Comment

Rewarding Great Customer Service

Posted by Susan Hoekstra at 4/21/2010 10:00 AM | Add Comment

So What Are You Waiting For? Prioritizing Great Customer Service

Posted by Susan Hoekstra at 4/14/2010 8:00 AM | Add Comment

Let's go Team! Leverage Teamwork and Improve Customer Service

Posted by Susan Hoekstra at 4/5/2010 8:00 AM | Add Comment

Could Long Employee Tenure Hurt the Clients' Experience?

Posted by Susan Hoekstra at 3/26/2010 10:27 AM | View Comments (1) | Add Comment

Importance of Diversity to a Great Service Experience

Posted by Susan Hoekstra at 3/16/2010 6:14 AM | View Comments (2) | Add Comment | Trackbacks

You Are All The Same: Differentiating Yourself in a Commoditized World

Posted by Susan Hoekstra at 3/3/2010 11:24 AM | Add Comment

Great Customer Service: Changing the Culture

Posted by Susan Hoekstra at 2/19/2010 9:00 AM | Add Comment

How much is it worth? Great Customer Service

Posted by Susan Hoekstra at 2/8/2010 10:00 AM | Add Comment

Clients, Employees and Shareholders: How To Achieve a Culture of Excellent Service that Doesn't Break the Bank

Posted by Susan Hoekstra at 2/1/2010 7:00 AM | View Comments (2) | Add Comment

Are We There Yet? The Service Journey

Posted by Susan Hoekstra at 1/27/2010 1:28 PM | View Comments (2) | Add Comment

2010 Employers' Resolutions for Customer Service

Posted by Susan Hoekstra at 12/26/2009 10:29 AM | Add Comment | Trackbacks

Celebrate The Service Journey!

Posted by Susan Hoekstra at 12/18/2009 6:00 AM | Add Comment

Let Your Clients Know!

Posted by Susan Hoekstra at 12/16/2009 7:28 AM | Add Comment

Is the Bar You Set for Excellent Customer Service Too Low?

Posted by Susan Hoekstra at 12/14/2009 10:16 AM | Add Comment

The Power of Consistency

Posted by Susan Hoekstra at 12/10/2009 9:18 AM | Add Comment

Take a Moment and Be Thankful

Posted by Susan Hoekstra at 11/23/2009 7:53 AM | Add Comment

Think You Already Know What Your Clients Think of You?

Posted by Susan Hoekstra at 11/19/2009 8:15 AM | Add Comment

Budget for a Great Client Experience

Posted by Susan Hoekstra at 11/4/2009 8:26 AM | View Comments (2) | Add Comment | Trackbacks

Who Represents Your Client?

Posted by Susan Hoekstra at 10/2/2009 7:46 AM | Add Comment

What Gets Rewarded? Tips for Implementing Great Customer Service

Posted by Susan Hoekstra at 9/27/2009 7:32 AM | Add Comment

Mr. / Ms. Front-Line Employee: You Are Important To Us, Really, No Really You Are ...

Posted by Susan Hoekstra at 9/21/2009 7:19 AM | Add Comment

What Gets Measured Gets Done - Leading Customer Service

Posted by Susan Hoekstra at 9/13/2009 6:35 AM | Add Comment

There Are So Many Weeds It is Hard To See the Forest From The Trees - Leading Customer Service

Posted by Susan Hoekstra at 8/30/2009 6:00 AM | Add Comment

I'm Leading a Service Culture, So Why Aren't They Following?

Posted by Susan Hoekstra at 8/23/2009 4:13 PM | Add Comment | Trackbacks

F-R-E-E YOUR STAFF TO HELP CUSTOMERS

Posted by Susan Hoekstra at 7/28/2009 9:00 AM | Add Comment

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  1. What does your E-mail say about you? - 13 Customer Service Tips
    Friday, June 03, 2011
  2. When the Answer is No ... Proactive Service
    Monday, June 07, 2010
  3. Put On Your Best Face When Delivering Great Service on FaceBook
    Saturday, May 22, 2010
  4. Snapshots of Great Customer Service
    Tuesday, May 18, 2010
  5. Can Good Customer Service Reduce Lawsuits?
    Tuesday, May 04, 2010
  6. Can You Call Back? Customer Service Tip
    Monday, April 26, 2010
  7. Rewarding Great Customer Service
    Wednesday, April 21, 2010
  8. So What Are You Waiting For? Prioritizing Great Customer Service
    Wednesday, April 14, 2010
  9. Let's go Team! Leverage Teamwork and Improve Customer Service
    Monday, April 05, 2010
  10. Could Long Employee Tenure Hurt the Clients' Experience?
    Friday, March 26, 2010

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    5/27/2011
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  3. anonymous on Dealing with Difficult Clients - Eight Customer-Service Tips
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  4. anonymous on Dealing with Difficult Clients - Eight Customer-Service Tips
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  6. Susan Hoekstra on What's The Big Deal? It's Only One Customer Complaint ...
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  8. anonymous on What's The Big Deal? It's Only One Customer Complaint ...
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  9. anonymous on Could Long Employee Tenure Hurt the Clients' Experience?
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  10. Rebecca L on Importance of Diversity to a Great Service Experience
    3/22/2010