Wendi Pomerance Brick Profile

Wendi Pomerance Brick posted an update in the group Citizen Engagement and Customer Service 4 years, 3 months ago

Hello Group members – Customer Service Advantage, Inc. is hiring! We’re located in San Diego County, CA. This is an entry level analyst position with a career path in the company. Looking for a good writer. Here’s the job description if you know of anyone that’s interested. Please have them contact us no later than Friday 3/15, and the sooner…[Read more]
Wendi Pomerance Brick posted an update in the group Customer Service In Government 4 years, 3 months ago

Hello Group members! Customer Service Advantage, Inc. is hiring! We’re located in San Diego County, CA. This is an entry level analyst position with a career path in the company. Looking for a good writer to train as a “mini-me”. Here’s the job description if you know of anyone that’s interest. Please have them contact us no later than…[Read more]
Wendi Pomerance Brick started the topic Want to Improve Customer Service? Improve Employee Morale. in the forum Customer Service In Government 4 years, 7 months ago

How can anyone who is frustrated with their job and/or doesn’t get along with their team, provide excellent customer service? People often ask me: when things are tough, how do we improve employee morale? Here are some ideas.

1. Trust- A critical component to all relationships – trust is not to be undermined. Trust is built on the foundation of…[Read more]
Wendi Pomerance Brick started the topic Great Customer Service is the Bottom Line in the forum Customer Service In Government 4 years, 8 months ago

Customer Service is the bottom line http://knowledge.wharton.upenn.edu/article.cfm?articleid=3095
Wendi Pomerance Brick replied to the topic What’s Your #1, Must-Have, Can’t-Live-Without Project Management Tool? in the forum Program and Project Management 4 years, 8 months ago

Communication. The tools only support how well you manage the team. Start every project with a kick off meeting where you spell out the ground rules for the engagement, get buy-in on major milestones, frequency of formal communications, response turnarounds, etc. Keep talking. Be action-oriented in all your communications “this is what we need…[Read more]
Wendi Pomerance Brick started the topic Ideas to Celebrate National Customer Service Week. in the forum Citizen Engagement and Customer Service 4 years, 8 months ago

Here is a link to this post in the “Customer Service in Government” group.
Enjoy!
https://www.govloop.com/group/customerserviceingovernment/forum/topics/ideas-to-celebrate-national-customer-service-week?xg_source=activity
Wendi Pomerance Brick started the topic Ideas to Celebrate National Customer Service Week in the forum Customer Service In Government 4 years, 8 months ago

No budget? No problem.
There are lots and lots of ways to celebrate National Customer Service Week that are super low cost or no cost at all.
National Customer Service Week 2012 starts TODAY. NCSW was launched in 1988 specifically to focus the attention of all organizations on the vital role that employees, especially front line employees, play…[Read more]
Wendi Pomerance Brick replied to the topic Call Center Success – Check out this Radio Interview! in the forum Communication Best Practices 4 years, 10 months ago

Call Center Success – Here’s the Summer Issue of “The CSA Edge” http://www.thecsaedge.com/documents/CSAEdge_Summer2012.pdf and the link to the SBA interview on the same topic. http://lnkd.in/kTNvc7 . This version of the audio has no advertisements. Enjoy!
Wendi Pomerance Brick started the topic New Interview on Call Center Success! in the forum Customer Service In Government 4 years, 10 months ago

So excited – Check out my interview yesterday on Small Business Radio about Call Centers.
All the info discussed is EXACTLY the same in government call centers. http://filesource.abacast.com/wsradio/sbaradio/082312/segment2082312.mp3
Much success!
Wendi Pomerance Brick started the topic Call Center Success – Check out this Radio Interview! in the forum Communication Best Practices 4 years, 10 months ago

So excited – Check out my interview yesterday on Small Business Radio about Call Centers.
All the info discussed is EXACTLY the same in government call centers. http://filesource.abacast.com/wsradio/sbaradio/082312/segment2082312.mp3
Much success!
Wendi Pomerance Brick started the topic Interesting conversation about Millenials in the Workplace in the forum Customer Service In Government 4 years, 10 months ago

What do you think?

https://www.govloop.com/profiles/blogs/could-millennials-actually-save-the-workforce/?utm_source=dailyawesome&utm_medium=email&utm_campaign=manibody&elq=ee3d33cbfa1c415ab9af9cf0e725baa5&elqCampaignId=1935
Wendi Pomerance Brick replied to the topic What is your greatest career accomplishment? in the forum Miscellaneous 4 years, 10 months ago

As a supervisor of people for the past 14 years, created work environments that were fun, productive, engaged, valued individuals, supported learning, practiced continuous improvement, and were passionate about helping others. Fostered relationships with team members that have lasted through life and career changes.
Wendi Pomerance Brick replied to the topic What’s your preferred tool for managing your social media activity? in the forum Technology 4 years, 10 months ago

We’re using HootSuite. We like the dashboard ability to see everything at once, link and pre-time the updates and collect the statistics it provides. I do have to admit we’re new to all this, but that’s our experience so far.
Wendi Pomerance Brick replied to the topic Customer service for employees? in the forum Communications, Citizen Engagement, Customer Service 4 years, 10 months ago

You are most welcome, Dave, and thanks for asking about additional information.
The Elements are the subject of the book “The Science of Service: Six Essential Elements for Creating a Culture of Service in the Public Sector.” Here’s the book’s web site: http://www.TheScienceofService.info. There’s an excerpt posted. Also check out our web site’s…[Read more]
Wendi Pomerance Brick replied to the topic Customer service for employees? in the forum Communications, Citizen Engagement, Customer Service 4 years, 10 months ago

Yes, we’ve done this multiple times with internal facing services, such as HR, IT, Finance and Contracts/Procurement. Components of the program are the same Six Essential Elements we use in all programs. The core principle is that everyone you interact with everyday is your customer, including your team mates, subordinates, colleagues in other…[Read more]
Wendi Pomerance Brick replied to the topic Social Media Best Practices- Twitter and Facebook in the forum Digital Communications 4 years, 10 months ago

Great summary Amy. Social media is still new to lots of agencies and organizations. This advice is helpful.
We just completed researching and creating our social media plan. Think of social media as if you are at a party. Each person you talk to, you are trying to build a relationship with. You are trying to get to know people and have people…[Read more]
Wendi Pomerance Brick replied to the topic How does your organization reward excellent customer service? in the forum Citizen Engagement and Customer Service 4 years, 10 months ago

That’s a very creative way to recognize great service!
Recognition is most valued and effective for promoting continued greatness if it designed with the person being recognized in mind. What I mean by that is some people are introverts and some are extroverts. An introvert would not enjoy being brought up in front of a large group and being…[Read more]
Wendi Pomerance Brick posted an update in the group Customer Service In Government 4 years, 11 months ago

CSA, Inc now has a FB page! https://www.facebook.com/theCSAedge. First 10 people that “like” get a free copy of “The Science of Service”
Wendi Pomerance Brick posted an update in the group Customer Service In Government 4 years, 11 months ago

Wendi Pomerance Brick posted a status
“Great article on importance of culture http://ning.it/OCCR0K @ ShayHughes @SDBJ”
Wendi Pomerance Brick replied to the topic Defining Excellent Customer Service in the forum Citizen Engagement and Customer Service 4 years, 11 months ago

This is an excellent point, Amy. Customer service isn’t only about being friendly. If you are really nice to me and can’t answer my question, or give me the wrong answer, that’s not really good service. If you are really nice and can answer my question, but don’t call me back for 2 weeks, that’s not good service either.
Think of great service…[Read more]
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