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Author: Medlin, E. Lander
Published In: Creating a Service Culture: Making the Customer Connection
Date: 2005

Defines customer service from a facilities point of view as "every encounter (either negative or positive) between students, parents, business partners, employees of your institution, and the community around you."  In light of intense competition for students, reports that even neutral encounters can become negative and must be improved upon. Lists benefits of increased customer service. Delineates five important keys to customer service, which run throughout the book:  the honeymoon never ends; don't make promises you can't keep; a low price doesn't buy loyalty; the telephone or e-mail is a tool, not a shield; and the customer is still, always right.  Reports that the book's themes include how staffing relationships affect customer service; improving customer satisfaction with benchmarking and data collection; and executing a customer service strategy, among others.

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