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| JILLIAN MERCER AVAILABLE FOR CONSULTING |
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Sunday, March 21, 2004 |
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Mercer Management Consulting Services: your specialists in customer focus
JiIlian Mercer is the lead consultant for Mercer Management Consulting Services which is a general management consultancy specialising in:
• Customer Focus (including auditing businesses, surveying customers, conducting focus sessions, customer complaints management, training and the © Nine Rules of Good Customer Service).
• Facilitation of Groups (achieving accelerated consensus in decision-making).
• Independent Review (efficiency and effectiveness of processes, programs; evaluation, customer focus).
Contact her on +61 8 92278055
or email: jmercer@mercermanagement.com.au
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| BOOK RELEASED |
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Sunday, March 21, 2004 |
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Jillian Mercer's book, May I Help You? Great Customer Service for Small Business is now readily available in bookstores in Australia and via the net throughout the World.
This book details the © Nine Rules of Good Customer Service as applied in a small business context. Content also applies to other business sectors and Government.
The book is due for release in North America in July 2004.
You can purchase this book online by going to the web address of the publishers as follows: http://www.allenandunwin.com/Shopping/product.asp?ISBN=1865088587
If you are reading this website from Europe, you may purchase online from:
http://books.ontheweb.co.uk/ukshop/?q=May+I+Help+You%3F+Great+Customer+Service+for+Small+Business
OR:
http://www.amazon.fr/exec/obidos/ASIN/1865088587/qid%3D1073569957/sr%3D1-6/ref%3Dsr%5F1%5F0%5F6/402-6476859-0844118
OR, if in North America:
http://www.walmart.com/catalog/product.gsp?product_id=2578110&sourceid=01000
Jillian is also planning further books which apply the © Nine Rules of Good Customer Service to other aspects of business.
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| TELL YOUR FRIENDS |
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Monday, March 15, 2004 |
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This site is a new one. It is designed to help people understand about what is going on when they receive bad service and also, to help them manage their own complaints. As well, we hope to get lots of information for research about customer complaints.
We are independent and we don't "advertise". Word-of-mouth is very important so tell your friends about the site.
If they are unhappy about bad service they have received, send them to the site to tell their story. Remember, we can provide a report on the complaints in 24 hours using the Nine Rules of Good Customer Service. |
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Tuesday, September 23, 2003 |
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| SOCAP STUDY - PRESS RELEASE |
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Wednesday, July 23, 2003 |
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DISCONNECT BETWEEN BRANDS AND THEIR EXPERIENCES, SAYS CONSUMER EMOTIONS SURVEY
§ Landmark study is the first to map in-depth the ‘emotional mine-field’ of customer relationships and to define and measure the emotions experienced with brands and service
§ The study exposes gaps in the expectations of consumers based on advertising and brand image with the service or contact experience delivered
This is a world-first Australian study which finds that the marketing promises of blue chip Australian brands largely fail to match consumers’ actual experiences in dealing with the brand’s company, creating negative emotions and destroying loyalty.
For more information or to obtain a copy of the Consumer Emotions Study 2003 report visit www.socap.org.au |
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