Guest speaker for the Chamber of Commerce Nov. 1 luncheon was Tom Riebock Director of Human Resources for Wick Communications.
Tom Riebock, Wick Communications Director of Human Resources, spoke to the Douglas Chamber of Commerce at their Nov. 1 luncheon about customer satisfaction. Trisha Maldonado/Douglas Dispatch
He has served as the Director of Human Resources for Copley Newspapers in Illinois and as the Director of Employee and Labor Relations for the Columbus Dispatch in Columbus, Ohio.
Riebock’s message to the audience of 25 was how to teach employees and business owners the knowledge, skills, and competencies required increasing customer satisfaction.
“What is our objected (for good customer service), a satisfied customer. What is a satisfied customer” Riebock asked the audience. “We start with meeting their expectations. We solve their problems and they feel that we care about them.”
“What is unique about your business becomes your foundation for good customer service,” he said.
He also presented a video to the audience “Give’em the pickle” by Bob Farrell. The video is used as a training guide for outstanding customer service.
“Pickles are those special or extra things you do to make people happy. It's a hand written thank you note with every order shipped,” Farrell says during the video. “It's walking the customer to the item they're looking for rather than pointing... or maybe it's simply calling them by name. The trick is figuring out what your customers want and then making sure they get it. That's the message behind Give ’em the Pickel”
The Chamber donated $180 to the Douglas High School art department; these are proceeds from the poster sale during D-Week. They also donated $386.80 to the DHS band; proceeds came from the hot dog tailgate during D-Week.
The next Chamber meeting will be held Dec. 6 at 12 p.m. at the Douglas Unified School District Administration building