Are Your Customers Happy?

By John Carroll, The Service Council

John Carroll of The Service Council talks with Carl DeCoste of Philips Healthcare about the approach the company is taking to ensure customer satisfaction.

Last month's Spotlight (The Value of Customer Engagement in Service) featured commentary from a recent interview held with Stu Reed, president of Home Services for Sears Holdings Corporation, about Sears Home Services' customer engagement model called "pro-advocacy." In another recent interview, we spoke with advisory board member Carl DeCoste, VP of customer service at Philips Healthcare, Canada, about the tenets of their Customer Service Excellence model.