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    The Broken Link
    The Broken Link
    The Broken Link
    Ebook107 pages1 hour

    The Broken Link

    By Erik P. Feldmanis

    ()

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    About this ebook

    The broken Link in Customer Service.

    Customer Service  -  A thing of the past?  Let's face it, it's clearly time to change the way many businesses and organizations do "Business".

    Knowledge is power, and this is a two-way street. The more informed the organization and the customer is, the more successful the outcome for both parties. Customer service is not a secret - it's an expectation of the customer and a responsibility of the organization.

    This book is written allowing the reader to become proactively involved in the process of learning, evaluation, discussion  and developing of solutions to  real-world customer service events, focusing on why these processes sometimes go wrong and what can be done to reverse these spiraling trends.

    LanguageEnglish
    PublisherErik P. Feldmanis
    Release dateJan 2, 2018
    ISBN9781386558842
    The Broken Link
    Author

    Erik P. Feldmanis

    Erik is an American/Latvian author and artist who resides in West Palm Beach with his wife Agnese.  His literary works include numerous articles for magazines such as the U.S. Army Aviation Digest and ALEA’s Airborne Law Enforcement Magazines. His creative writings include  “The Jungle”, “The Lost But Not Forgotten”, “Freedom of Choice” and a screenplay titled “Only in America”. Erik is a graduate of Embry Riddle Aeronautical University, The University of the State of New York, as well as holding a law enforcement certification from the Indiana Law Enforcement Academy. During this tenure, he also attended the Ohio Peace Officer Academy where he trained as a hostage negotiator.  Erik Retired from the United States Army with the rank of CW4.  During his military tenure, Erik served as a V.I.P. helicopter pilot, Aviation Life Support Officer, Maintenance and Standardization Officer.  He served as a line pilot, instructor and training center evaluator for the CE-560XL, DA-2000, Piaggio P180 and Sikorsky S-92. Erik’s work as an artist primarily focuses on seascapes although he is also known for painting landscapes found in Latvia, the birthplace of his parents.

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      Book preview

      The Broken Link - Erik P. Feldmanis

      CHAPTER ONE

      Why the Book

      I will start on explaining why I decided to write this book.

      Over the years, I’ve come to the conclusion through personal and shared experiences and observations, that there appears to be a serious degradation of service quality to the customer from many businesses and industries. The increase in product or service costs with a focus on profits for these products and services now seems to outweigh the quality of the service provided. Why is this happening, can it be fixed and should it be fixed?  The answer is yes, and yes.  Is there anything that managers and senior level executives can do to reverse this downward spiraling trend without compromising profits? Again, Yes.

      First of all, it needs to be understood that Profit is not a bad word and this needs to be understood  by the customer. Profit breeds growth but one needs to be careful not to place profit as the first and foremost priority. Of course profit is the ultimate goal of any business or organization, yet the priority should be a gradual increase in profits, driven by  increasing customer base growth through not only initial sales, but through future repeat sales or service.

      We’ll discuss specific businesses and organizations as examples, their obvious shortcomings, and the potential ramifications of those actions or lack of corrective actions. These issues pertain to literally all product and service providers.  Throughout the examples we’ll attempt to provide recommendations which should provide both the organization and its customers with mutually beneficial solutions. It should be understood that providing this information to the provider is the priority rather than to the customer, although there are clear and mutual benefits by understanding these issues as seen through the eyes of the both. 

      The best way to see and understand this is through the adage of seeing things from the outside. Essentially, by taking the time to consider these issues not only through the eyes of the customer, but internally within the organization itself, something all levels of management sometimes forget. This may provide some insight that may be able to improve the processes, and yes, it is a process.  Will it increase costs which will require those costs being absorbed by the customer(s)?  Not really. It shouldn’t negatively affect the profits.  In fact, quite the contrary.  Simple modifications to business practices, with the goal of improving customer satisfaction, will most likely result in increased profits through reputation and repeat business - the ultimate

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