Newspapers
Charlotte Business Journal – How
to: Improve Customer Service
Charlotte Business Journal – How
to: Manage Customer Complaints
Charlotte Observer – Escape from
phone hell
Charlotte Observer – Fastest way
to dial up human at utilities? Take shortcut
Charlotte Observer – Multiple
Interviews in MoneyWise section
Christian Science Monitor – Poor
state of service today
New York Times – E-complaints
sites
Rochester Democrat and Chronicle
– Eastman Kodak decentralizing Customer Service call center
TV/Radio Media
WJZY-TV, Charlotte Now – Customer
Service in Today’s Economy
WFAE FM Radio (NPR Local Affiliate)
– Charlotte Talks – Customer Service in Today’s Economy (2008)
WFAE FM Radio (NPR Local Affiliate)
– Charlotte Talks – The current state of customer service (2006)
WBT 1110 AM Radio, Charlotte’s
Morning News – Customer Service This Holiday Shopping Season
WBT 1110 AM Radio, Charlotte’s
Morning News – Mystery Shopping Interview
WBTV-3, CBS Affiliate in Charlotte, NC
– e-complaint sites and great service
WCNC 6, NBC Affiliate in Charlotte, NC
– Escaping from "Phone Hell"
WBT 1110 AM Radio, Danny Fontana Show
– The Sorry State of Customer Service
Magazines
Collections and Credit Risk Magazine
Day Spa Magazine
Human Resource Executive
Insurance Marketing Magazine
Kiplinger Business Forecasts
Municipal World
Rappaport Diamond Report
Remodeling Magazine
Unique Opportunities
Ventures Charlotte
Your Business Magazine
Internet Media
Entrepreneur.com – Great Customer
Service Helps in Tough Times
GE Small Business – Motivate to
Retain
Office.com – There's a fly in my
soup
Onvia.com – The Customer Service
Edge
PROFITguide.com – Boost business
with customer complaints
The Jackson Group Podcast in Hickory,
NC – Impact of Hospital Consumer Assessment of Healthcare Providers and Systems
Sample Publications
Author of Service Solutions monthly
column in the Charlotte Business Journal.
Book Written: The Effective Manager's
Handbook for Customer Service Success, 52 Motivational Tips and Quotes to Help You Improve
Your Customer Service Every Day!
Past Contributor to Monthly Customer
Service E-Zine, Customer Contact, a Customer Service Management Publication
Publisher of Weekly E-Mail Newsletter,
the Customer Service Tip of the Week (TOW)
Representative Articles
Written
Beware the Big Dog – How to
develop world-class customer service to deal with Nordstrom's arrival in Charlotte
(Greater Charlotte Biz)
Customer Service Focus of Web Study
– Results of CSS research on internet responsiveness of local companies.
(Self-Published)
Customer-Centered e-Service –
Suggestions for raising the standard for e-service by applying time-proven traditional
service strategies. (Chamber Ventures)
Intimate Business – How to
develop into a customer-focused organization and personalized relationships with clients
(Chamber Ventures)
Succeed in the Slowdown – How to
survive and thrive during the economic slowdown
A Wake-Up for Call Centers (Local Tech
Wire)
Customer Services: Never Underestimate
the Power of a Quick Fix (Local Tech Wire)
Fueling Loyalty: It Takes Allegiance
(Local Tech Wire)
Helping Customers: Moving from an IT
Department to a Technology Service Center (Local Tech Wire)
Business Retention and Expansion
Strategies Boost Local Economic Development Efforts (Muninetguide)
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