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Reap the benefits of Donna's extensive customer service expertise with these important and timely articles.

Current Issue
April 2008 - Vol 3 Issue 4	"THEY WON'T LET ME DO THAT" SEE SERVICE THROUGH THE CUSTOMER'S LENS THE LEGENDARY LEADER WORDS OF WISDOM


Past Issues
Date	Article
March 2008 - Vol 3 Issue 3	DECISION-MAKERS COME IN ALL AGES COMBATING POSSIBLE DISCRIMINATION SERVICE SAVVY:OUTSTANDING SERVICE IN A DIVERSE WORLD WORDS OF WISDOM
February 2008 - Vol 3 Issue 2	YOU CAN'T MANDATE ATTITUDE DECREASE STRESS SERVICE SAVVY IN DIFFICULT TIMES VIDEO WORDS OF WISDOM
January 2008 - Vol 3 Issue 1	GOOD SERVICE CAN BE THERAPEUTIC CREATING A GOOD SERVICE ENVIRONMENT JUKEBOX JOURNEY TO SUCCESS SPECIAL OFFER WORDS OF WISDOM
December 2007 - Vol 2 Issue 12	SERVING IS A WONDERFUL LIFE TIPS FOR STARTING A CHAIN OF GOODNESS ADVENTURES IN ATTITUDES WORDS OF WISDOM
November 2007 - Vol 2 Issue 11	LEARNINGWARE EXCEEDS EXPECTATIONS TIPS FOR EXCEEDING CUSTOMER EXPECTATIONS CUSTOMER AT THE CROSSROADS WORDS OF WISDOM
October 2007 - Vol 2 Issue 10	CUSTOMER SERVICE IS A PROCESS CAPTURE SERVICE IMPROVEMENT IDEAS JUKEBOX JOURNEY TO SUCCESS WORDS OF WISDOM
September 2007 - Vol 2 Issue 9	EVERYONE'S IN CUSTOMER SERVICE DO YOU WALK THE CUSTOMER SERVICE TALK? WALKING THE CUSTOMER SERVICE TALK WORDS OF WISDOM
August 2007 - Vol 2 Issue 8	A TRULY COOL UNITED AIRLINES REP FOCUS ON THE CUSTOMER ME, MYSELF & I - 52 KEYS TO SERVICE SUCCESS WORDS OF WISDOM
July 2007 - Vol 2 Issue 7	HOW DO YOU DEFINE SERVICE? MAKE EACH SERVICE MINUTE COUNT BUILDING CUSTOMER LOYALTY: THE 21 ESSENTIAL ELEMENTS WORDS OF WISDOM
June 2007 - Vol 2 Issue 6	PROVIDE OUTRAGEOUSLY GOOD SERVICE OUTRAGEOUSLY GOOD SERVICE TIPS 180 WAYS TO WALK THE CUSTOMER SERVICE TALK WORDS OF WISDOM
May 2007 - Vol 2 Issue 5	LEARNING FROM DISC JOCKEYS "ON THE AIR" TELEPHONE SKILLS ADVENTURES IN ATTITUDES WORDS OF WISDOM
April 2007 - Vol 2 Issue 4	HANDLE DISCREPANCIES WITH CLASS OVERCOMING MISTAKES & DISAPPOINTMENTS DISC-POWERED SELLING WORDS OF WISDOM
March 2007 - Vol 2 Issue 3	SAY IN TOUCH WITH CUSTOMERS IDEAS FOR STAYING IN TOUCH WHO CARES? I DO! WORDS OF WISDOM
February 2007 - Vol 2 Issue 2	THE JOB OF A SENIOR EVENTS MANAGER SET THE SERVICE EXAMPLE THE LEGENDARY LEADER WORDS OF WISDOM
January 2007 - Vol 2 Issue 1	LITTLE THINGS MEAN A LOT! IDENTIFY YOUR "LITTLE" OPPORTUNITIES WALKING THE CUSTOMER SERVICE TALK WORDS OF WISDOM
December 2006 - Vol 1 Issue 12	WHAT ARE YOUR CUSTOMERS WORTH? BUILD A CUSTOMER SERVICE CULTURE BUILDING CUSTOMER LOYALTY
November 2006 - Vol 1 Issue 11	MAKE IT PERSONAL DON'T MISS OPPORTUNITIES TEAM DIMENSIONS PROFILE WORDS OF WISDOM
October 2006 - Vol 1 Issue 10	ASK QUESTIONS FOR CLARITY TRACK CUSTOMER QUESTIONS PERSONAL LISTENING PROFILE WORDS OF WISDOM
September 2006 - Vol 1 Issue 9	THE RIPPLE EFFECT NOW HAS MORE RIPPLES SOME RIPPLES NEED TO BE BLOCKED ME, MYSELF & I - 52 KEYS TO SERVICE SUCCESS
August 2006 - Vol 1 Issue 8	ENCOURAGE CUSTOMER COMPLAINTS COMPLAINTS ARE OPPORTUNITIES IDEAS FOR CAPTURING COMPLAINTS
July 2006 - Vol 1 Issue 7	EMPOWERMENT = GOOD SERVICE CONFIDENCE IS THE DIFFERENCE COACH FOR CONFIDENCE
June 2006 - Vol 1 Issue 6	FIRST DAY ON THE JOB CAN BE SCARY BE A GOOD COACH - EVEN ON DAY ONE! SET THEM UP FOR SUCCESS
May 2006 - Vol 1 Issue 5	INDIFFERENCE IS THE ENEMY THE DEFINITION OF INDIFFERENCE CUSTOMERS COME FIRST
April 2006 - Vol 1 Issue 4	RETAIN POSITIVE ATTITUDES ATTITUDE IMPROVEMENT IS A PROCESS ATTITUDE IS A MATTER OF CHOICE
March 2006 - Vol 1 Issue 3	IS THE SOLUTION TRAINING? MORE ON THE BASICS OF ANALYZING NEEDS MAXIMIZE YOUR CUSTOMER SERVICE TRAINING $$
February 2006 - Vol 1 Issue 2	SEE THROUGH THE EYES OF YOUR CUSTOMER HEAR WHAT YOUR CUSTOMER HEARS AVOID FORBIDDEN PHRASES
January 2006 - Vol 1 Issue 1	NEW CUSTOMER SERVICE NEWSLETTER LOVE YOUR EXISTING CUSTOMERS CONTINUALLY SHOW YOUR APPRECIATION

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