customer service

By Joanna Br and I

Negative emotion has profound physiological effects. A single incidence of anger can shut your immune system down for six to eight hours. Haven't you ever wanted to throw the phone across the room after you'd screamed "representative" three times?

Marco Promotional Products keeps its finger on the pulse of its customers. Marco sends an email survey after every order. The return email on the automated survey comes directly from Nelson, and 30 percent of Marco's customers respond to it. Once in a while, they simply hit "reply" to correspond directly with "Dick," which he likes. Managers and team leaders go through customer satisfaction reports daily, sifting through every customer comment. If something's wrong, they make it right.