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Turning customer revenge into reconciliation
June 17, 2013

irate customerPULLMAN, Wash. – Canceled flights, lost luggage, a product confirmed to be “in stock” that turns out to be on back order after you’ve driven 20 minutes to get it – most everyone has at some time experienced anger and frustration over similar service failures. These feelings can, in turn, lead customers to take their business elsewhere, causing the firm to lose a valued patron.

But when a firm strikes out a second time – for example, by failing to resolve the initial mistake – the insult added to injury can lead customers to seek revenge by aggressively … » More …

Engineering appoints development director
April 17, 2006

Mark Hermanson, a WSU alumnus with close to 15 years of fundraising and higher education experience, has been appointed executive director of development and external relations for the College of Engineering and Architecture at WSU.Hermanson has a bachelor’s degree in hotel and restaurant administration and a master’s of education in educational leadership and counseling psychology from WSU.Since 2000, he has worked in development at the University of Idaho, most recently as senior director for development for the College of Natural Resources. There, he led and managed the fundraising activities of the college. Previous to his years at Idaho, he worked as assistant/associate director at the … » More …

Westside office builds relationships with community
February 18, 2005

While it may seem like the rolling wheat fields of the Palouse and the Pullman campus are about a million miles away from the fast-paced spectacle of the Westside, WSU West is working to bridge the gap between the two. Originally created for fundraising purposes more than a decade ago, WSU West now hosts seven university departments offering a full array of services, including Student Affairs, Business Affairs, the Athletic Foundation, the Alumni Association, University Relations, the President’s Office and the WSU Foundation. Marcia Garrett, executive director of WSU West, said there is no other WSU office that has such a broad portfolio outside of … » More …