BIDEN Unveils Most Comprehensive Anti-crime Legislation in by Joseph R. Biden, Jr.

By Joseph R. Biden, Jr.

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___ Do we educate internal service staff about the important role they play in customer care and satisfaction? ___ Do we put new hires through an orientation program that stresses the importance of service excellence and their roles, as individuals, in creating excellence? ___ Do we consistently look for ways to reduce bureaucracy, red tape, and other obstacles that get in the way of our staff being able to best serve the customer? ___ Do we promote staff members who demonstrate excellent service and people skills to management positions?

___ Do we collect data on the aspects of our service that are statistically measurable, such as telephone waiting times, e-mail response time, the percent of deliveries that are made on time, defect dates, and so on? ___ Do we focus an equal amount of attention on service excellence and cost-cutting to increase our profits and earnings? ___ In their everyday dealings with their staff and customers, do our managers consistently demonstrate the service attitude and skills we expect our staff to show toward our customers?

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