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Nokia

Nokia

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Published by: kit456 on Aug 22, 2010
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11/25/2010

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CUSTOMER SERVICE EXCELLENCE
THE MONTHLY MAGAZINE OF THE CUSTOMER SERVICE INSTITUTE OF AMERICA 
1
 
excellence
customer service
The Official Journal of the Customer Service Institute of America
March 09
CSIA- America’s Peak Customer Service Association.
Enroll inCSIA’s CertifiedCustomer ServiceManager Course.
Soothing the SavagedConsumer SoulWhat isCustomer-FocusedLeadership?Book Review:
Flight Plan
 A Q&A withCassie Stern of
Nokia Care
 
Cassie Stern, Head of NokiaCustomer Care in North America
 
CUSTOMER SERVICE EXCELLENCE
THE MONTHLY MAGAZINE OF THE CUSTOMER SERVICE INSTITUTE OF AMERICA 
1
Welcome to this edition of
Customer Service Excellence
!
Welcome to the Customer Service Institute of America (CSIA) and this edition of
Customer Service Excellence
! This issue features the UnitedStates’ first organization to be certified to theInternational Customer Service Standard (ICSS)– Nokia Care NA. This division of Nokia was alsothe International Service Excellence Award winnerin the Division of a Large Business category (B2B).Cassie Stern, Head of Nokia Customer Care North America, is featured in this article and shares someof Nokia Care NA’s secrets of success. Also in this edition of Customer ServiceExcellence, we learn from Jeanne Bliss, authorof
Chief Customer Officer 
, about CustomerLove when Times are Tough. This Top 11 Listoutlines exceptional ideas for standing out to yourcustomers during this difficult time.For information about how to submit for the 2009International Service Excellence Awards or formore information on the International CustomerService Standard (ICSS), please contact us usingany of the details below.Happy reading and Best wishes,
CONTENTS
Contact CSIA 
info@serviceinstitute.comwww.serviceinstitute.com312-268-5855
02061318
Soothing the Savaged Consumer Soul:Customer Love When Times Are Tough A Q&A with Cassie Stern of Nokia Care
BOOK REVIEW:
Flight Plan
Editor
Christine Churchill
 Art Director
Tiffany Mehnert
What is Customer-Focused Leadership?
 
CUSTOMER SERVICE EXCELLENCE
THE MONTHLY MAGAZINE OF THE CUSTOMER SERVICE INSTITUTE OF AMERICA 
2
A Q&A with Cassie Stern of
NOKIA CARE
BRIEFLY DESCRIBE YOUR POSITION ANDROLE IN THE COMPANY.
I am the Head of Nokia Customer Care in North America, responsible for the functional and fiscaloperations, as well as satisfaction and delightaspects of Customer Service for both the Business toBusiness and Business to Consumer channels. I alsohold the additional role of Host leader for Dallasbased employees in Nokia’s Global Demand SupplyNetwork team.
WHAT IS THE AIM AND VISION OF THECOMPANY, PARTICULARLY WITH REGARDTO CUSTOMER SERVICE, RISK TAKING,RESEARCH AND QUALITY?
Nokia is a consumer-inspired company that aims tocater to both trade and consumer customers byconnecting people in new and better ways. Ourbusiness strategy is to develop a trusted consumerrelationship, the best mobile devices everywhere andcontext-enriched services – connecting them to their
Nokia Care staffers celebrate winning the International Customer Service Award in the Large Business Category  

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