Customer Service Columns as published in the Fairbanks Daily News-Miner
These columns are not copywrited and may be freely disseminated or republished. If you republish any of them we ask that you send a file copy to the address below.
"Do the math:  Service is the key to keeping customers" Published 10/12/2003	"Give your mind-reading skills a rest – talk to customers " Published 10/19/03	"Dealing with difficult customers takes different methods" Published 11/9/03
"Customers aren’t always right, but arguing with them backfires" Published 12/21/03	"Teachers can sometimes learn lessons from their students" Published 1/11/04	"Failure to follow S.A.V.E. principle leads to poor service" Published 3/13/05
"Incentives, motivators helpful to get customers out of the ‘zone’" Published 2/1/04	"Customers want to go where everybody knows their names" Published 2/8/04	"All levels of employees should contribute to customer service" Published 2/22/04
"The tale of two car repairs and very different customer service" Published 5/23/04	"The first annual Inside Business good, bad and ugly contest" Published 8/15/04	"It only takes a nano-second to move from average to excellent" Published 8/22/04
"Housecoat hawked by haberdasher wins the ugly award" Published 8/29/04	"95 percent doesn’t get you very far in the business world" Published 9/5/04	"Ask your customers what they value, not the management" Published 10/24/04
"our local organizations suffer from unintended consequences?" Published 1/2/05	"Feedback key to customer service in the Golden HEART City" Published 3/27/05	"Corporate culture of customer service brings this Charlie in" Published 6/12/05
"A Profit Paradox:  Ignore the short-term and be rewarded in the long run" Published 7/3/05	"Balancing work and family is no small task" Published 8/21/05	"When it comes to service, we’d better sweat the small stuff" Published 9/25/05
"National doesn’t necessarily translate to business savvy, success" Published 2/5/06	"It’s a good day to start evaluating our customer service systems" Published 6/4/06	"Mistakes well handled make for fanatically loyal customers" Published 7/9/06
"We get one shot at a good first impression" Published 8/20/06	"How to avoid telephone purgatory" Published 10/08/06	"Big Customers come in Small Sizes" Published 10/22/06
"Don't settle for the cheap seats" Published 10/29/06	"The easiest way to make a lasting positive first impression" Published 5/27/07	"Of Ducks and Eagles" Published 7/15/07
"It's time to bust out of the hamster cage" Published 7/29/07	"We need more ladies and gentlemen serving ladies and gentlemen" Published 7/29/07	"The devil is in the details – so be sure to clean the bathrooms" Published 8/26/07
"AFN 2007. What are you going to do?" Published 9/9/07	"Tomorrow is your day to be Johnny the Bagger" Published 10/7/07	"Give customers the gift that keeps on giving" Published 12/14/07
"Saving time is a good goal for 2008" Published 12/30/07	"Let’s turn Fairbanks into Alaska’s platinum heart city" Published 5/4/08	"How to keep your customers coming back for life" Published 5/18/08
"Reader tips for delighting our community’s honored guests" Published 5/25/08	"Does anyone notice when we give above-and-beyond service" Published 6/01/08	"You want to have what kind of fries with that?" Published 7/6/08
"Two common ailments with one simple cure" Published 8/24/08	"Of Ducks and Eagles - Pt. 2" Published 3/22/09

contact information Professor Charles N. Dexter Department of Applied Business and Accounting University of Alaska Tanana Valley Campus 604 Barnette Street, Suite 224 Fairbanks, Alaska 99701 phone: (907) 455-2837, Fax: (907) 455-2941 email: ffcnd@uaf.edu ffcnd@uaf.edu