ExchangeEveryDay Past Issues

Forward this issue to a friend

I have just struggled through four weeks of pathetic customer service from SONY, so the article — "What Customers Really Want" — in Harvard Business Review (September 2009; hbr.org) jumped out at me.  The article summarized a survey where customers were asked what dimensions of customer service are most important to them.  Here, in priority order, are their five most important customer service concerns for organizations they deal with...

• Has knowledgeable employees
• Addresses my needs on first contact
• Treats me like a valued customer
• Demonstrates desire to meet my needs
• Can quickly access information

---

Exchange's all-time bestseller, The Art of Leadership: Managing Early Childhood Organizations, serves as an invaluable guidebook for early childhood managers and textbook for early childhood instructors.  The comprehensive guide, which now is available in both print and CD versions, includes contributions from the leading experts in the field on the following management areas...

• Leadership
• Advocacy
• Getting organized
• Legal issues
• Financial management
• Fund-raising
• Personnel policies
• Recruiting and selecting staff
• Supervising and developing staff
• Evaluating your program
• Shaping your curriculum
• Working with parents
• Marketing your program
• Community outreach

ExchangeEveryDay

Delivered five days a week containing news, success stories, solutions, trend reports, and much more.