Sara, I am actually very impressed that the University you work for has taken customer feedback so seriously. One of things that I have noticed over the past 10 years is a decline in the level of attention given to customers and the feedback they give. For example, Wal-Mart was once my favorite place to shop. The sharp decline in kindness provided by Wal-Mart’s (Fayetteville, NC) customer service section turned me off all together. I tried to call and e-mail Wal-Marts corporate office only to receive the same level of low service. On the flip side of the coin, is the superior customer service I get from my bank – USAA. I have been so happy with their service I have switched my home loan, insurance, and all credit card transactions to them. I am in the process of switching my car loan too. I am extremely faithful to an organization that makes me feel special. From the initial “Hello” to the “Is there anything else we can help you with?” – USAA has always been customer friendly oriented.
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This note was uploaded on 10/17/2011 for the course HR587ON E taught by Professor Faggoine during the Fall '11 term at Keller Graduate School of Management.