Phil Minix

Phil Minix
Provide Positive Customer Service

By Phil Minix, senior vice president of catalog and tours marketing at Reiman Publications Let's face it: We've gotten spoiled by the fact that we can count on our staffs to answer calls promptly, take phone orders efficiently, easily process Web orders, ship products to customers in a timely fashion and have the merchandise arrive in good condition. Since the processes often run so smoothly, we sometimes take them for granted. But should we? Here are six suggestions on things we could be doing — as an industry — to make customers' experiences more enjoyable and rewarding, and to ensure they