The Customer Is Always Right Quote – Stew Leonard

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The Customer Is Always Right Quote – Stew Leonard

 

“Rule 1: The customer is always right.

Rule 2: If the customer is ever wrong, re-read Rule 1.”

 – Stew Leonard, CEO of Stew Leonard’s

The Customer Is Always Right Quote - Stew Leonard

Who is Stew Leonard and why is he so important?

Stew Leonard started a small dairy store founded in 1969 in Norwalk, Connecticut. He started with just seven employees, since then, Stew Leonard’s has grown to become not only the World’s Largest Dairy Store. This is due to his customer service skills and his strategy in building a good business model. Now, many decades later it has become one of the most renowned grocery stores, with annual sales of almost $500 million and more than 2,500 Employees.

Okay, so it clear to see that Stew Leonard’s is a grocery store chain. It has as of this writing, seven supermarkets in Connecticut, New York, and New Jersey. Stew Leonard’s grocery store chain now includes six stores in Connecticut and New York. The newest location opened the fall of 2019 on September 18, in Paramus, NJ.

Many people don’t know that Ripley’s Believe It or Not! deemed “The World’s Largest Dairy” vs. so many other retail chains that simply self-proclaim themselves the largest of something.  Also, the company was featured in Fortune magazine. It was listed as one of the “100 Best Companies to Work For”.

Unfortunately, Stew Leonard Sr. also made some mistakes in business as well.  Stew Leonard, Sr. was convicted of having committed tax fraud via an elaborate scheme to divert more than $17.1 million in cash register receipts over a 10-year period in 1993. The fraud, which involved a computer program designed to skim off sales, was directed by Stew Leonard, Sr., in concert with the company’s Chief Financial Officer and a company’s Store Manager.

The skim worked as such, the money was placed in bundles then it was moved offshore. In June of 1991, Stew Leonard, Sr. was caught carrying $80,000 in cash while he was traveling to the island of Saint Martin. He pled guilty and was sentenced to 52 months in prison. In June 1997, he was released early for good behavior, thus he only served 44 months of his sentence.

Learn about Your Blogger and Award-Winning Author – Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Definition of a Customer – Quote by Mahatma Gandhi

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Definition of a Customer – Quote by Mahatma Gandhi

Customers come in all sizes, shapes, and descriptions in this multicultural, diverse world. Chances are that you will encounter many people daily who are not like you, who do not think like you and who do not want or expect the same things that you do. This is why it crucial for every employee, from the executive level to the front line, to adopt a customer-centric approach to dealing with people.

Everyone in the organization should strive to increase their knowledge and skills related to people, cultures, and different human factors (e.g. age, gender, race, etc) so that they have a better perspective on how to potentially interact on an individual level with current and potential customers.

Additionally, all employees should keep something that Mahatma Gandhi once said about customers in mind:

Definition of a Customer - Quote by Mahatma Gandhi

Learn about Robert C. Lucas – A Big Fan of Mahatma Gandhi

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

Here are a few more quotes to enjoy reading from Mahatma Gandi…

  • In a gentle way, you can shake the world.
  • What barrier is there that love cannot break?
  • In doing something, do it with love or never do it at all.
  • Gentleness, self-sacrifice, and generosity are the exclusive possession of no one race or religion.
  • The best way to find yourself is to lose yourself in the service of others.
  • A ‘No’ uttered from deepest conviction is better and greater than a ‘Yes’ merely uttered to please, or what is worse, to avoid trouble.
  • A man is but the product of his thoughts what he thinks, he becomes.
  • They cannot take away our self-respect if we do not give it to them.
  • Happiness is when what you think, what you say, and what you do are in harmony.
  • To lose patience is to lose the battle.
  • My faith is brightest in the midst of impenetrable darkness.
  • That service is the noblest which is rendered for its own sake.
  • Even if the paradise of material satisfaction, which they envisage as their final goal, realized on earth, it would not bring mankind either contentment or peace.
  • The difference between what we do and what we are capable of doing would suffice to solve most of the world’s problems.
  • I suppose leadership at one time meant muscles, but today it means getting along with people.
  • It is unwise to be too sure of one’s own wisdom. It is healthy to be reminded that the strongest might weaken and the wisest might err.
  • You can chain me, you can torture me, you can even destroy this body, but you will never imprison my mind.
  • To give pleasure to a single heart by a single act is better than a thousand heads bowing in prayer.
  • There is nothing that wastes the body like worry, and one who has any faith in God should be ashamed to worry about anything whatsoever.
  • There is a sufficiency in the world for man’s need but not for man’s greed.
  • Honest disagreement is often a good sign of progress.

Customer-Centric Quote – Ray Krock

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Customer-Centric Quote – Ray Krock

Too many people dislike the jobs they have. If you are one of those folks and occupy a customer service position; this can create challenges for you, your customers and your organization. The reason is that what you do impacts you professionally and your customers directly. It also has an impact on the organizational bottom line, which again affects you (e.g. potential salary and benefits).

Ray Krock, the founder of Wendy’s restaurant chain, once summed up the need to be customer-centric when he said:

Customer Centric Quote - Ray Krock

For ideas and strategies on how to project a customer-centric image to those, you encounter throughout the day at work, get a copy of Customer Service Skills for Success.

Learn All About Robert C. ‘Bob’ Lucas Now

Understand Why He is an Authority in the Customer Service Skills Industry

Robert C. ‘Bob’ Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Customer Service Quote – Anonymous

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Customer Service Quote – Anonymous

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Everybody has a bad day…get over it! Whenever you feel as if you do not want to deal with customers or that you would rather be doing something else, consider the following customer service quote:

“Treat every customer as if they sign your paycheck because they do.” – Unknown

Who is Robert C. Lucas?

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

Ask yourself if you and your co-workers all meet the criteria outlined in this description. If the answer is no, what knowledge or skills are needed in order to master the art of providing not just good, but excellent, customer service? Discuss any specific needs for training with your peers and supervisor so that you are better prepared to provide service in the future.

The following anonymous quote points out a key point related to customer service:

Customer Service Quote - Anonymous

Listening to Customers Quote – Ross Perot

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Listening to Customers Quote – Ross Perot

“Spend a lot of time talking to customers face to face.

You’d be amazed how many companies

don’t listen to their customers.” Ross Perot

Active listening is the key element in communications with your customers. Whether face-to-face or over the telephone, you must not only hear what customers are saying; you must get their intended meaning. To do this you must stop everything else you are doing and focus on the customer. You also have to receive, analyze and respond appropriately to their messages. Anything less will likely lead to a service breakdown and damage to the customer-provider relationship.

Former U.S. presidential candidate and businessman, Ross Perot, summed this concept up in a statement he once made:

Listening to Customers Quote - Ross PerotFor strategies and techniques to improve your listening skills when dealing with customers, get copies of How to Be A Great Call Center Representative and Customer Service Skills for Success.

Learn All About Robert C. ‘Bob’ Lucas Now & Understand Why He is an Authority in the Customer Service Skills Industry

Robert C. ‘Bob’ Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Customer Satisfaction Quote – Peter F. Drucker

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Customer Satisfaction Quote – Peter F. Drucker

Building good relationships in order to increase customer satisfaction is valuable – because it can lead to repeat business – the key to keeping a business productive and profitable.

Satisfaction is a big factor for many customers in remaining loyal. In your own organization, your efforts could be the deciding factor in customer ratings for the quality of service rendered.

Management guru, Peter F. Drucker, summed this premise up in  the following quote:

Customer Satisfaction Quote - Peter F. Drucker

“Quality in a product or service is not what you put into it.

It is what the client or customer get out of it.” Peter F. Drucker

For ideas and strategies on building and improving customer satisfaction, get a copy of the book Customer Service Skills for Success.

Learn All About Robert C. ‘Bob’ Lucas 

He is an Authority in the Customer Service Skills Industry

Robert C. ‘Bob’ Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Quote on Customer Loyalty – Chip Bell

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Quote on Customer Loyalty – Chip Bell

“Loyal customers, they don’t just come back,

they don’t simply recommend you,

they insist that their friends do business with you.”

– Chip Bell

In an era of global competition, technology-based service, and a shifting economy, organizations are looking for new and creative ways to gain and retain customers. Creating a customer-centric service culture is one way of helping ensure customer and brand loyalty.  This means assessing the needs, wants and expectations of your customers on a regular basis, then looking for ways to satisfy them.

Developing an organizational culture where customers not only get the products and services they pay for, but also receive the service that makes them feel special and appreciated is a key to winning and keeping loyal customers.

Chip Bell, author, and Founder of Chip Bell Group suggests the following related to customer loyalty:

Quote on Customer Loyalty - Chip Bell

For tips on how to effectively develop a customer-centric culture and work to develop customer and brand loyalty, get a copy of Customer Service Skills for Success.

Learn All About Robert C. ‘Bob’ Lucas Now

Understand Why He is a Customer Service Skills Industry Thought Leader

Robert C. ‘Bob’ Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

The Worst Industries for Customer Service

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The Worst Industries for Customer Service

Anyone in the service professionals will tell you that customer satisfaction can be a hit or miss proposition depending on many variables. Obviously, most customer service representatives and organizations strive to provide not just good customer service, but the best customer service possible. In an ideal world, they will meet and exceed customer needs, wants and expectations in order to retain customers and generate positive word-of-mouth publicity.

The Worst Industries for Customer Service

If you have wondered how your overall industry stacks up from a satisfaction standpoint, check out the linked article below. It outlines the results from a quarterly study customer satisfaction survey done by Zendesk, a company that supplies businesses with customer service software. The article points out the five industries with the worst customer satisfaction ratings for the second quarter of 2013.

http://finance.yahoo.com/news/worst-industries-customer-103023218.html

For information and strategies on how you and your organization can build enhanced customer service skills and create a more customer-centric environment, check out these books by Robert W. Lucas –  Customer Service Skills for  Success; How to Be a Great Call Center Representative, and Please Every Customer: Delivering Stellar Customer Service Across Cultures.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

Service Recovery Quote – Donald Porter

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Service Recovery Quote – Donald Porter

The question of “What is good customer service” has been brought up occasionally in customer service workshops that I have done. And, while there is no one answer to the query, there are certainly a number of elements that do fall into the category of “good.” For example, in the changing competitive global marketplace, good involves recognizing the diversity of the customer base and for employees to be trained on some of the common needs and wants of each group or subgroup. Additionally, they should be prepared with knowledge and skills to meet what their customer expects in a given service situation.

Ultimately, while no one is perfect, service providers should strive to go out of their way to provide a level of service that separates them from their competitors. When something goes wrong, the service provider should acknowledge it, accept the responsibility on their part or that of the organization and immediately set out to “make the customer whole” again through a planned service recovery process. This means not only providing a remedy and giving the customer what he or she paid for but also compensating them for their inconvenience or loss.

Donald Porter, a former V.P. at British Airways, captured the essence of this concept in a statement he made some years back: Service Recovery Quote - Donald Porter

“Customers don’t expect you to be perfect. they do expect you to fix things when they go wrong.” – Donald Porter

For ideas and strategies on how to recover when service levels break down, get a copy of Customer Service Skills for Success.

Learn All About Robert C. ‘Bob’ Lucas Now

and Understand Why He is an Authority in the Customer Service Skills Industry

Robert C. ‘Bob’ Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

U.S. House passes federal ‘customer service’ bill

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U.S. House passes federal ‘customer service’ bill

The House approved legislation that aims to improve “customer service” across federal agencies.  U.S. House passes federal 'customer service' billThe House passed the bill, the Government Customer Service Improvement Act (H.R. 1660), by unanimous consent on July 31. According to the bill’s sponsors, the legislation will build on existing performance management frameworks to track service delivery across the government and speed up service. The bill now heads to the Senate.

“Just like the private sector strives to provide excellent customer service to bring in business, the federal government should embed better service to bring efficiency,” said Rep. Henry Cuellar (D-Texas), who co-sponsored the bill with Rep. Michael McCaul (R-Texas). “I have a strong belief that we owe our taxpayers more than delays and service breakdowns – we owe them an effective, efficient, and responsible government because, ultimately, the government is in the business of customer service.”

The bill would require the Office of Management and Budget to develop baseline customer service standards that agencies must use to improve response times for citizen inquires to federal agencies, and to modernize processes to bolster the efficiency of customer service. Agencies also would have to work with OMB to create a system that allows customers to provide feedback.

The legislation also calls for the creation of a two-year pilot program under which federal process improvement experts would work with agencies that fail to meet the new service standards.

Additionally, the bill would the Office of Personnel Management to provide more detailed monitoring and reporting on the ongoing backlog for retirement claims and other benefits, as well as present regular updates on OPM’s retirement systems modernization project.

SOURCE: http://federaldaily.com/articles/2013/08/01/house-passes-federal-customer-service-bill.aspx

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

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