|
Things are not always what they seem. This fact is at the heart
of my newsletter, Perceptions & Realities, which provides
real-life experiences, along with guidelines and recommendations,
on how to deliver superior service and build win-win
relationships.
Click on the links in the tables below to access issues of
Perceptions & Realities. For additional articles, click on any
of the following cartoons.
I'd be happy to notify you when I've posted new
newsletters or articles. If you'd like to be notified, send me an
and let me know. (Rest assured: I won't give your name out
without your permission.)
| Issue | Featuring articles on: |
| 12-2 |
personal
development, managing expectations, communication, managing
change
|
| Articles Galore |
customer satisfaction, consulting skills, managing customer expectations,
listening, feedback-gathering, SLAs |
|
12-1 | service orientation, feedback gathering, problem
solving, business savvy |
Special
Edition | managing expectations, attitudes, managing change,
relationship building, listening, management, communication
|
|
| Issue | Featuring articles on: |
| 11-4 |
service orientation, managing change, communication, listening
|
| 11-3 |
customer service, teamwork, managing expectations, management
|
| 11-2 |
client relations, feedback gathering, communication, managing change
|
| 11-1 |
customer service, communication, usability, information gathering |
|
| Issue | Featuring articles on: |
Special
Holiday
Issue
|
customer service, relationship building, communication,
customer support, managing expectations, planning, managing
change, critical thinking |
| 10-4 |
customer satisfaction, listening, productivity, interpretations
|
| 10-3 |
service orientation, communication, feedback gathering, service tracking
|
| 10-2 |
communication, service level agreements, customer satisfaction, customer support
|
| 10-1 |
communication, customer satisfaction, customer requirements, managing expectations
|
|
| Issue | Featuring articles on: |
| 9-5 |
communication, measurement, management meetings
|
| 9-4
|
customer service, conflict management, attitudes, service level agreements
|
| 9-3
|
communication, feedback gathering, measurement, managing expectations
|
| 9-2 |
sales savvy, communication, managing change, managing expectations
|
| 9-1 |
survey savvy, managing change, critical thinking, communication, productivity
|
|
| Issue | Featuring articles on: |
| 8-6 |
persuasion skills, managing expectations, service strategies,
service level agreements, staffing
|
| 8-5 |
sales strategies, presentation skills, survey savvy, managing change
|
| 8-4 |
information gathering, listening, managing expectations, customer
service, service strategies
|
| 8-3 |
client relations, feedback gathering, measurement, project management
|
8-2 |
perception management,
information gathering, responsiveness, customer service, persuasion skills
|
| 8-1 |
relationship building,
survey savvy, communication, service level agreements
|
|
|
|
Additional resources:
Additional articles on managing
customer expectations, enhancing teamwork, improving your
consulting skills, establishing SLAs, and more
An excerpt on communicating during times of change from my
book, Communication Gaps and How
to Close Them
Information on my book, Managing
Expectations: Working with People Who Want More, Better,
Faster, Sooner, NOW!
An excerpt from my handbook,
How to Establish Service Level Agreements
A description of my seminars
A list of my presentations
Please contact me at 781-986-8148 or by
to talk about
any of these topics -- or any others, for that
matter. Or call just to chat. I'd enjoy hearing from you.
|
Karten Associates
Randolph, Mass., USA
Phone: 781-986-8148
Fax: 781-394-0530
Copyright © 2006 Karten Associates. All rights reserved.
|
|
