Plan Well and Execute: Build Quality Customer Service

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Editor's note: The New Haven Register is starting a new column this week by Cornell Wright, a customer service management consultant and executive coach based in Stratford. The column will focus on issues of interest to business owners, employees and executives.

We are all customers and at the same time we are all providing services to others in our business or personal lives. Our breadth of services may range from the highest professional levels -- saving a life or expanding a student's understanding -- to the most simple but significant action of listening to a friend.

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Plan Well and Execute: Build Quality Customer Service

Playing both roles, the question I ask is, "What matters in providing quality customer service?" My formal and informal research over the last five years has ...

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