Customer Service Experts Reveal C. S. Quotient To California Small Business Owners, On The Air

GRAYSLAKE, IL -– Cindy Lewis, author of Beyond Taking The Customer's Money: 93 Customer Service Tips, and her business partner, Marian Brzykcy, will be guests on the CBS/Viacom radio show, "The Small Business Hour' on KLSX (97.1 FM), Sunday, February 8, 2004, from 7:00 AM - 8:00 AM (Pacific Time). They'll be promoting their new tip booklet and helping small business owners raise their customer service quotient to not only survive today's tough economy, but prosper.

" When spending's tight,' Lewis said, "small businesses are the most vulnerable to failure, and that's when the level of delivered customer service can make or break them.'

Beyond Taking the Customer's Money resulted from a 16-week study of 485 Illinois businesses that Lewis and Brzykcy evaluated during the summer of 2003. Their Customer Satisfaction Survey findings revealed a customer satisfaction rating of 2.9 (or the upper end of dissatisfied).

Brzykcy explained, "With all the other demands facing entrepreneurs – from scheduling staff to working with suppliers – owners lose sight of their customers. That may seem strange, since the customer's the only reason to be in business, but this oversight is an inevitable and costly mistake for small business owners.'

The show's "live/call-in' format, hosted by Mark Deo, promises to be a lively exchange with Lewis and Brzykcy, the founders of Customer Service Matters, whose mission is to "make the world a better place, one customer at a time.' These customer service experts, will be discussing, in part:

· What is a customer service quotient, and why small business owners should care
· How a high customer service quotient gives small businesses the competitive edge
· Practical, low-cost tips on raising the customer service quotient starting today
· Ways to measure the customer service quotient and how to use the findings (internally/externally)
· Consequences of ignoring a stagnant or plummeting customer service quotient
· Inexpensive, powerful, customer-focused coaching tool, for owners to give employees

"Small business owners and their employees must continually ask themselves this pivotal question,' Lewis said, "Is the level of customer service I just gave my last customer, the same service I'd give my mom, neighbor, or best friend? If not, then fix it. You can't survive if you leave customer service to chance, or if you hope to keep your doors open by attracting new customers to replace disgruntled ex-customers.'

To order a single copy of Beyond Taking the Customer's Money, 16-page booklet, send $5.50 to Cindy Lewis at 502 Switchgrass Lane, Grayslake, IL 60030. For details about quantity discounts and imprinting the booklet with your company name and logo, contact Cindy Lewis at custservmatters@aol.com.
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