Category Archives: Customer Service

Find the right players for the right positions in your company

My book, There Are No Do-Overs, that I co-authored with NBA Hall-of-Famer, Dave Cowens, and my former Northeast Delta Dental colleague, Barbara McLaughlin, was released over a year ago so I thought it appropriate to recap what is discussed throughout … Continue reading

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There Are No Do-Overs: Coming this fall!

For the past year or so I’ve been working with my now former colleague, Barbara McLaughlin and, former center forward for the Boston Celtics Hall of Famer, Dave Cowens, on a book about the ins and outs of running a … Continue reading

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Books I am Reading – Empowerment, A Way of Life

John Tschohl’s Empowerment, A Way of Life is the most significant work on genuine employee empowerment that I have ever read. John explains true empowerment in clear terms, with pragmatic advice on how to create the corporate culture so genuine … Continue reading

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Customer Service Week – 2011

The International Customer Service Association launched National Customer Service Week in 1988 to focus on the importance of the customer and customer service opportunities for companies around the globe and to celebrate and support the customer service profession and the … Continue reading

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Guarantee of Service Excellence

Northeast Delta Dental (NEDD) is celebrating fifteen years of its Guarantee Of Service ExcellenceSM (GOSE) program, our written commitment to providing the highest level of customer service. The seven-point program is a self-imposed penalty of varying refunds to our stakeholders … Continue reading

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Creating Competitive Advantage

I just finished reading Creating Competitive Advantage by Jaynie L. Smith. What a great book to cause business leaders to think back to basics. It’s so simple: to be successful you need to be able to convince your market to … Continue reading

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Customer Service

Last week we celebrated national customer service week and it was awesome to recognize all of the great employee colleagues at Northeast Delta Dental who perform exemplary customer service, all year round. Our theme was Mission Possible, and we were … Continue reading

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