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.
The Power of Consistency
Very often when I conduct workshops or deliver keynote service presentations, I usually ask the audience to share their personal service experiences. At one...
Beware the Canned E-mail Responses
As you may know, if you regularly read this blog, my friend recently contacted me to vent her frustration about her recent travel bookings...
Think You Already Know What Your Clients Think of You?
Recently, I've been busy planning my class reunion. I'm looking forward to seeing everyone again after so many years! Interestingly enough, if people say they...
Attitude of Indifference – Service Recovery Tips
A couple of years ago, I wanted to see a play in New York City. Now, before I go any further, know this about me. I'm not one...
Plan for a Great Service Recovery Experience
Wouldn't it be great if we all could provide our clients with a great service experience every time? Everything always worked perfectly and our employees always...
Budget for a Great Client Experience
If you read my book The Service Journey, you already know that my roots are not in customer service, but in accounting and finance. ...
Get It Right! Great Customer Service Made Simple
I'm a big Yankees fan. Learned to love the game when I was a little girl and watched every game with my Dad. However, the recent...
Pampered Clients: Great Customer Service via Technology
My friend and I meet every few months to catch up, have lunch, a glass of wine and facials. It's a nice relaxing afternoon. ...
Customer Complaints Are Good! Really!
To the chagrin of my teenage sons, I recently joined facebook. It is fun to catch up with old classmates I may not have spoken...
Wowing your Clients – Creating Raving Clients
If you call someone, you expect them to pick up the phone. If they don't, you expect them to call back. If you ask...
What language do you use? – Customer Service Tips
When I initially set up my customer service company and published my service strategy book, I wanted to set up a website. I wanted...
If I Give Good Customer Service Do I have A Competitive Advantage?
Whether or not we'd like to admit it, we all compete with others on a daily basis; in the workplace that rivalry may...
Who Represents Your Client?
In your company, you probably have a sales, product, operations and finance department. You may even have a call center to support the business . ...
What Gets Rewarded? Tips for Implementing Great Customer Service
Succeeding at implementing a differentiated service experience requires many different facets be in place. It fundamentally is a change in the culture, however....
Mr. / Ms. Front-Line Employee: You Are Important To Us, Really, No Really You Are …
When you think about your personal good and poor service experiences, many times those experiences come down to the experience had with individual employees...
Are You a Good Client?
The other day as I was reviewing my notes for my webinar, I received an e-mail giving me instructions for logging into the event....
What Gets Measured Gets Done – Leading Customer Service
How often have we heard the phrase, 'what gets measured gets done'? If you want to lose weight, you count calories and weigh yourself...
Service Pays Even In a Poor Economy
I came across this recent study done by the Strativity Group and just had to pass along this critical information. If service has been...
The Power of Social Media
I've posted a link to a video posted on Youtube by Dave Carroll, called 'United Breaks Guitars'. In just a few days...
There Are So Many Weeds It is Hard To See the Forest From The Trees – Leading Customer Service
Leading a culture of service excellence involves a vision and the ability to clearly communicate that vision through the organization, all the way...