Tom Vander Well understands customer service. His knowledge doesn’t come from a text book, a training video, or the latest business fad, but from over 20 years of experience surveying actual customers, statistically quantifying the service dimensions that truly satisfy customers, and quantitatively analyzing those dimensions in tens of thousands of actual sales and service calls.
Tom is a recognized customer service authority in the contact center industry and his blogs (Originally QAQnA, later Service Quality Central, now at home with cwengergroup.com) have been recognized among the world’s top blogs on Customer Service, Contact Centers, and Quality Assessment.
His subscribers include the world’s leading companies and he is hailed as a go-to person in the area of Quality Assessment and Call Monitoring.
Tom is partner and Executive Vice-President of c wenger group, a consulting firm in Des Moines, Iowa that specializes in helping companies measure and improve customer service, satisfaction, retention and loyalty.
The group has been in existence for over 25 years and they focus their business on three integrated services: Customer Satisfaction Research, Service Quality Assessment (e.g. “Your call may be monitored for service quality and training purposes…”) and Training. Their clients include global Fortune 500 companies as well as smaller, local and regional companies.
Tom’s experience has given him the unique opportunity of working with companies of all shapes and sizes in both their sales and customer service teams. In addition to his consultative work, Tom is a popular speaker on the topics of customer service, phone skills and quality assessment. He has been featured on the cover of the Des Moines Business Record and is now contributing Customer Service writer for their award winning Iowa Biz blog.
Tom lives in Pella, Iowa with his wife, Wendy. A playwright with two produced scripts to his credit, he has been President of Pella’s non-profit community theatre for the past decade. He is a published writer, a so-so artist and a lousy-but-happy back porch musician.