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.
Can Good Customer Service Reduce Lawsuits?
Studies have shown that a consistently good, branded customer service experience can improve sales and profitability. Did you know the same is true...
Can You Call Back? Customer Service Tip
My windshield wipers were stuck in the up position. I tried to have it fixed at one of those no-appointment-needed auto repair places,...
Rewarding Great Customer Service
"The person who says it cannot be done should not interrupt the person doing it." - Chinese Proverb In order to resolve client issues, do...
So What Are You Waiting For? Prioritizing Great Customer Service
My son is a junior in high school now. Getting him to this point has not been easy, because he's the type of...
Let’s go Team! Leverage Teamwork and Improve Customer Service
Very often managers who give negative feedback will sandwich it between positive news. An example of this tactic may sound something like the...
The Importance of Keeping Clients
It's five times cheaper to keep a client than to get a new one. ~ U.S. Office of Consumer AffairsMany statistics and studies exist...
Why Didn’t You Just Tell Me? Great Customer Service and Computer Passcodes
Have you noticed that computer passcodes are getting longer and more complex lately? Capital- and lower-case letters, numbers, and even symbols are a frequent requirement...
Great Customer Service via Operational Excellence
This article is written by my friend and colleague Peter Sluka Very often when service issues exist, the cause of the problem is complicated. The fact is, the...
Great Customer Service: Changing the Culture
"I don't know ..." was the response I received to my question about whether or not it was supposed to rain a few years ago. My...
How Much Do Your Clients Love You?
Today, in the United States, we celebrate the love we feel for someone special to whom we are loyal and advocate. Likewise, in order to grow a business...
How much is it worth? Great Customer Service
Have you ever had a really poor experience at a restaurant, store or business that made you stop going there? Probably all of us...
Clients, Employees and Shareholders: How To Achieve a Culture of Excellent Service that Doesn’t Break the Bank
"Sure we can give our clients everything they want, but then we will go out of business." This is something I often hear when helping...
Are We There Yet? The Service Journey
If you go on a long trip with young children (and sometimes not so young!), they will inevitably ask when you're going to arrive...
It Doesn’t Fit – Customer Service / Client Experience Contest
Today I was out for my walk. It's actually starting to feel like spring, with temperatures in the 40s! While walking, I was enjoying the...
Yikes! We Bought The Best to Improve Our Clients’ Experience… We Didn’t Want THAT to Happen!
As you can imagine, with my customer service experience, I have worked with many call centers. Many times front-line employees work there. Once, while implementing a firm's service strategy,...
Please Check ‘Excellent’ for the Children: The Problem with Client Loyalty Surveys
I received an e-mail from Macy's this morning letting me know my December bill was now due. Unfortunately, I hadn't used my Macy's card...
Take the Risk to Deliver Great Service
I personally have been reminded recently that when it comes to human emotions, people may interpret the same event very differently. Everyones' past and their personal experiences...
2010 Employers’ Resolutions for Customer Service
It's hard to believe it is nearly 2010! Happy New Year to you. The beginning of the new year and new decade affords us a great time to reflect...
Celebrate The Service Journey!
I'm often too tough on myself. I no sooner finish one project or chore than I immediately refocus my attention on the next task at hand. There's always so...
Is the Bar You Set for Excellent Customer Service Too Low?
I recently was approached and agreed to judge a national customer service contest. Contestants submit their entries and describe what they have done in...