Susan Hoekstra
Susan Hoekstra
Susan Hoekstra is author of The Service Journey. She has a proven 25 year history developing customer service strategies and solutions.
I’m Leading a Service Culture, So Why Aren’t They Following?
Because so much has been published in recent years on the customer experience, including studies that demonstrate firms who embrace a culture of excellent...
What Does Your Voice-mail Message Say About You?
The other day I needed to call someone. When no one picked up the phone, I was transferred to voice-mail and heard the...
Tips to Provide Best-in-Class Customer Service
I had to call the customer-service department the other day at my wireless-service company, and listened to a series of prompts and sub-prompts. ...
So you say you’re customer-service oriented?
Everyone these days wants and says they're service-oriented. Many times, in today's economic climate, with commoditized products and services abounding, customer service is...
Stop complaining
The other day I went to a store where they allow you to swipe your own credit or debit card. Although I ran...
Whose time do you value?
Recently, I made an appointment with my doctor and requested the first appointment of the day. I had a lot I planned to...
Making Customers Feel Welcome When They Visit Your Store
There are certain stores I frequent because of the way they make me feel. They make me feel welcome and treat me as if...
What does your E-mail say about you? – 13 Customer Service Tips
The amount of business e-mail we can get on a daily basis can sometimes be overwhelming; however, used properly, e-mail can be a very...
Telephone Etiquette – 7 Customer Service Tips
I once made a call to a business office at 5:15 at night. Someone picked up the phone, but didn't identify themselves or the...
Dealing with Difficult Clients – Eight Customer-Service Tips
My son is 17 years old. Like many teenagers, he has very little patience for people for whom he determines do not drive...
Client Visits to the Office – Ten Customer Service Tips
Making your clients feel welcome when they visit your office needn't be difficult; by following certain protocol you can make your clients feel valued....