Susan Hoekstra & Associates

(201)445-2445 shoekstra@theservicejourney.com
Author:  The Service Journey
Client Experience & Customer Service Presenter Customer Service Expert & Consultant

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New!  Service In A Box!  Communications, presentations, guidelines and templates.  Everything you need to do it yourself!  Click here for more details!


When you think about how much even one client is worth to you, how can you leave your customers' service experience to chance?  Following a 12-step strategy that:

  • establishes a purpose and vision for delivering excellent customer experiences
  • identifies key service standards that drive client loyalty
  • shares the secret to teaching all of your employees to deliver proactive service best-practices every time
  • helps you recover from a poor service experience in such a way that your clients are even more loyal than they were before they had a poor experience
  • measures, trains and rewards the results you want, 

your firm can have a distinct competitive advantage. 

NEW!  Want to do it yourself?  Get Service In a 'Box' for your organization ... weekly communications, monthly presentations, templates and guidelines ready to be delivered ... for a fraction of the cost of a full-time service expert.  For more details Click Here.

Susan Hoekstra & Associates offers customer service consulting, client-experience presentations & training, and quantity discounts for The Service Journey.  

Contact us to request more information, or share your customer service stories.   We love hearing from you!     


Are you on FaceBook?  Join the cause for great customer service by becoming a fan and joining the discussion!  Susan Hoekstra & Associates, Customer Service Strategy Consultants 


The Service Journey is available at Amazon, Barnes and Noble and Borders and all over the world!



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Aren't sure what your client's experience is?  Don't believe your service experience is differentiated from your competition?  Afraid of what is being said about your service delivery on the social media sites, like Twitter, FaceBook, and the like?  Take control.  Listen to my one-hour webinars offered through Business Experts Webinars.  Presentations are interactive and you'll receive specific customer-service tips and best-practice ideas.  Differentiate your service delivery from your competition.  With a $20 discount, the cost is only $79.  But, you have to book through the link below, and type in code 4a2fe300.  Be one of the first 20 people who sign up and receive a special offer.  Tell others as well!

CLICK HERE for more details.  Type in promotion code 4a2fe300 to get your discount!


NEW!  Want to save even more?  I can offer you a quantity discount on not only my webinars but all Business Expert Webinars offered, so it is affordable to train even more people in your organization!  Train your employees for as little as $65 a connection! 
CLICK HERE 

Upcoming Schedule of Webinars

Date Time Event
2/17/2010 1:00 - 2:00pm ET Use Customer Service to Win Loyal Clients
3/04/2010 1:00 - 2:00pm ET
Advanced Customer Service Planning for Services Firms

I've been on the radio

Listen to my interview about service 
at Business Expert Radio Show

Listen to an excerpt from my book
on blogtalkradio


We turn customers into advocates. 

Content copyright . Susan Hoekstra. All rights reserved.
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