Marshall Pacific Consulting

Next Generation Business Knowledge

Business Consulting

Business opportunities assessment, optimization, staffing, cost saving. 

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SPECIALITY FOCUS:
Customer Service Consulting

Customer Service management policy and practices analysis, program design, implemenatation, training, and coaching.  Keynote speaking.

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Customer Service - Excerpt from Chapter 2

Chapter 2 - What is Common Sense Customer Service?

"Not to state the obvious - but if there were any such thing as “common sense” we would already all have it.

In this context, common sense refers to the activity of trying to figure out what is good, useful, efficient,

effective, and profitable Customer Service, and at the same time tries to anticipate or address some of

the problems and shortfalls in delivering Customer Service in ways that give the best exchange, experience,

and value for everyone involved. In other words, "common sense" refers to what works, and works well,

and works with the least difficulty to the best effect for everyone.

This book is mainly intended to provide some information and insights that businesses can use, but throughout

will also advocate on behalf of customers. I’ve set out some good reasons explaining this approach already:

that not only do we want to do business as well and profitably as we can, but to say it again - we are all

customers ourselves.

So, while it’s pretty easy to see that there is no such thing as “Common Sense” Customer Service, and since

all businesses have slightly differing concerns and methods of delivering Customer Service we’re really only

talking about finding a common understanding and attitude that we can relate to Customer Service in

business. . . "

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