The Customer Service Group provides practical news, information and training for customer service professionals at every level within the organization. This includes:
• Tools for frontline training and motivation. Through The Customer Communicator newsletter; a wide range of training videos and booklets; and gifts, rewards and motivational materials, the Customer Service Group provides the tools and information managers need to train and motivate frontline staff.
Central to this work is the development of the nationally recognized event, Customer Service Week. The leading reward and recognition program in the industry, Customer Service Week is now celebrated in over 40 countries. The event boasts its own dedicated website and e-newsletter, which may be found at CSWeek.com.
• Tools for management excellence. Through Customer Service Newsletter, books and reports, and the bi-annual Salary and Key Performance Indicators Survey, the Customer Service Group brings service and support management the tools to increase customer satisfaction, loyalty and retention.
• Tools for healthcare providers. Many hospitals, medical practices and clinics have found that an effective way to set themselves apart and attract and retain patients is through superior service. The Customer Service Groups Healthcare Division provides the tools to train and motivate clinical and office staff to provide the level of service that patients demand.
The Customer Service Group was founded as the Customer Service Institute by Warren Blanding. Mr. Blanding was also a founding member of the International Customer Service Association (ICSA) and was a frequent speaker at its early conferences and seminars as well as author of the landmark publication Customer Service Operations: The Complete Guide.
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712 Main Street — Suite 187B, Boonton, NJ 07005
Telephone: (973) 265-2300, Fax: (973) 402-6056