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Articles
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This section includes articles on topics that I address in my seminars, presentations and consulting. I hope these articles will help
you avoid some of the glitches and snafus that so many
organizations experience. Additional articles will be added from
time to time.
Don't miss the
numerous issues of my newsletter, Perceptions &
Realities, for additional articles on these topics.
For additional information, contact me at 781-986-8148 or by
- ESTABLISHING SERVICE LEVEL AGREEMENTS
- Service Level Agreements: Clarifying the Concept
- How Not to Establish an SLA
- Key Steps in Establishing a Service Level Agreement
- How Long Does It Take to Establish an SLA?
- The Critical Role of SLA Manager
- IMPROVING CUSTOMER SATISFACTION
- Satisfaction Guaranteed or. . .
- (More to follow - stay tuned)
- MANAGING CUSTOMER EXPECTATIONS
- Be Calculating
- What Do Customers Want, Anyway?
- When?
- The Best Mislaid Plans
- ENHANCING TEAMWORK
- Are You a Team Player?
- Forging Partnerships
- Conducting a Teamperature Reading
- Taking Time to Talk
- OBTAINING USEFUL FEEDBACK FROM CUSTOMERS
- Feedback Gathering: A Process, Not an Event
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Five Frequent Feedback Flaws
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Six Suggestions for Successful Surveys
- IMPROVING YOUR CONSULTING SKILLS
- Are You an Order Taker?
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Types of Questions
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Always Assume Your Assumptions Are Wrong
- Pauselongenoughsotheycanaskquestions
- STRENGTHENING CUSTOMER RELATIONS
- Food Flights
- Nice (Yawn...) Talking to You
- Customer-Focused Verbs
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Laugh Track
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Building a Foundation
- BECOMING A BETTER LISTENER
- Anthropological Listening
- What's In a Name?
- BROADENING YOUR THINKING (NEW)
- What is a Customer?
- What To Do When Anger Strikes
- A Mind-Changing Exercise
- Thinking Inside the Box
- ...and many more
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