Susan Hoekstra
shoekstra@theservicejourney.com
Customer Service Expert
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Put On Your Best Face When Delivering Great Service on FaceBook
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5/22/2010 7:17 AM
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Rewarding Great Customer Service
Posted by Susan Hoekstra at
4/21/2010 10:00 AM
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Could Long Employee Tenure Hurt the Clients' Experience?
Posted by Susan Hoekstra at
3/26/2010 10:27 AM
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Great Customer Service via Operational Excellence
Posted by Susan Hoekstra at
2/24/2010 1:25 PM
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How much is it worth? Great Customer Service
Posted by Susan Hoekstra at
2/8/2010 10:00 AM
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It Doesn't Fit - Customer Service / Client Experience Contest
Posted by Susan Hoekstra at
1/22/2010 10:00 AM
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Wanna Save Your Clients? Have a Great Service Recovery Process in Place
Posted by Susan Hoekstra at
1/10/2010 7:00 PM
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Take the Risk to Deliver Great Service
Posted by Susan Hoekstra at
1/3/2010 7:00 AM
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2010 Employers' Resolutions for Customer Service
Posted by Susan Hoekstra at
12/26/2009 10:29 AM
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Traveling for the Holidays? Brace yourself for Inconsistent Customer Service ...
Posted by Susan Hoekstra at
12/23/2009 7:48 AM
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Celebrate The Service Journey!
Posted by Susan Hoekstra at
12/18/2009 6:00 AM
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Is the Bar You Set for Excellent Customer Service Too Low?
Posted by Susan Hoekstra at
12/14/2009 10:16 AM
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The Power of Consistency
Posted by Susan Hoekstra at
12/10/2009 9:18 AM
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Beware the Canned E-mail Responses
Posted by Susan Hoekstra at
12/5/2009 9:00 AM
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Who Works For Whom? Continental - Delta Disaffiliation Puts Responsibility On Clients
Posted by Susan Hoekstra at
12/1/2009 7:54 AM
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Think You Already Know What Your Clients Think of You?
Posted by Susan Hoekstra at
11/19/2009 8:15 AM
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Attitude of Indifference - Service Recovery Tips
Posted by Susan Hoekstra at
11/13/2009 12:54 PM
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Plan for a Great Service Recovery Experience
Posted by Susan Hoekstra at
11/10/2009 9:20 AM
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Budget for a Great Client Experience
Posted by Susan Hoekstra at
11/4/2009 8:26 AM
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Pampered Clients: Great Customer Service via Technology
Posted by Susan Hoekstra at
10/29/2009 11:49 AM
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Customer Complaints Are Good! Really!
Posted by Susan Hoekstra at
10/25/2009 11:14 AM
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Wowing your Clients - Creating Raving Clients
Posted by Susan Hoekstra at
10/22/2009 7:14 AM
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What language do you use? - Customer Service Tips
Posted by Susan Hoekstra at
10/16/2009 7:35 AM
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If I Give Good Customer Service Do I have A Competitive Advantage?
Posted by Susan Hoekstra at
10/12/2009 8:14 AM
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Who Represents Your Client?
Posted by Susan Hoekstra at
10/2/2009 7:46 AM
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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
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Are You a Good Client?
Posted by Susan Hoekstra at
9/15/2009 8:36 AM
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What Gets Measured Gets Done - Leading Customer Service
Posted by Susan Hoekstra at
9/13/2009 6:35 AM
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Service Pays Even In a Poor Economy
Posted by Susan Hoekstra at
9/4/2009 9:02 AM
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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
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I'm Leading a Service Culture, So Why Aren't They Following?
Posted by Susan Hoekstra at
8/23/2009 4:13 PM
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Making Customers Feel Welcome When They Visit Your Restaurant
Posted by Susan Hoekstra at
8/23/2009 6:08 AM
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The Service Journey - The Way They Make You Feel Contest
Posted by Susan Hoekstra at
8/17/2009 3:50 PM
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Making Customers Feel Welcome When They Visit Your Store
Posted by Susan Hoekstra at
8/16/2009 5:42 AM
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Client Visits to the Office - Ten Customer Service Tips
Posted by Susan Hoekstra at
8/12/2009 8:11 AM
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Whose time do you value?
Posted by Susan Hoekstra at
8/4/2009 1:18 PM
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Recent Posts
What does your E-mail say about you? - 13 Customer Service Tips
Friday, June 03, 2011
When the Answer is No ... Proactive Service
Monday, June 07, 2010
Put On Your Best Face When Delivering Great Service on FaceBook
Saturday, May 22, 2010
Snapshots of Great Customer Service
Tuesday, May 18, 2010
Can Good Customer Service Reduce Lawsuits?
Tuesday, May 04, 2010
Can You Call Back? Customer Service Tip
Monday, April 26, 2010
Rewarding Great Customer Service
Wednesday, April 21, 2010
So What Are You Waiting For? Prioritizing Great Customer Service
Wednesday, April 14, 2010
Let's go Team! Leverage Teamwork and Improve Customer Service
Monday, April 05, 2010
Could Long Employee Tenure Hurt the Clients' Experience?
Friday, March 26, 2010
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