Customer Focus
The purpose of this Web site is to provide timely and relevant customer service information to Texas Tech employees who want to improve their customer service skills.
What Your Customers Won't Tell You
Most Texas Tech managers know that their customers have high expectations for customer service. But do they know what their customers like or dislike? A letter to a manager reveals what one Texas Tech customer experienced.
Top 10 Customer Service Issues
How does your organization rate?
The Code of Quality Service by Karl Albrect
Providing good customer service is an integral part of any job. When you make contact with a customer, no matter the means, you create a moment of truth.
What's in a Name?
One of the best ways to start a successful business or social relationship is to remember the person’s name. You can improve your ability to remember names if you follow these four steps.
Customer Loyalty
The five main factors that influence customer loyalty are reliability, responsiveness, assurance, empathy, and tangibles.
Change Worksheet
The way you handle change affects how you handle your customers.