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Burkhart Dental Wins 2010 Small Business of the Year

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Posted: March 25, 2011
Burkhart Dental Wins 2010 Small Business of the Year
International Service Excellence Award

Burkhart Dental Supply has received the 2010 Small Business of the Year International Service Excellence Award from the Customer Service Institute of America. The Customer Service Institute of America (CSIA) is the body delegated by the International Council of Customer Service Organizations (ICCSO) to manage the 2010 International Service Excellence Awards. These awards are the world’s peak customer service awards with leading customer service organizations and individuals around the globe being nominated to recognize their commitment to customer service excellence. The nomination required a submission detailing Burkhart’s background, business philosophy, leadership style, customer service commitment, and customer satisfaction among other things.

The judging criteria for the International Service Excellence Awards is based on the rigorous International Customer Service Standard (ICSS), which provides a comprehensive and practical framework to assist organizations in delivering consistently high levels of service. Organizations applying in each of the award categories are asked to demonstrate the following to the award judges:

1. An approach to each of the attributes outlined in the International Customer Service Standard
2. The breadth and depth of the deployment of each approach
3. Results flowing from the approach and deployment
4. The level of customer involvement in the strategic decision making of the organization
5. Evidence of continuous review and improvement against the ICSS criteria

As a finalist, Burkhart was visited by Christine Churchill, the Executive Director and Founder of CSIA and one of the award judges. She had the opportunity to visit each of the Corporate departments and spent time meeting with many associates. She spent a great deal of time in the Customer Service department and listened in on calls from customers. Burkhart shared information regarding their continuous improvement programs, service metrics, client surveys and explained their philosophy on innovation and recognition. Christine also took a full tour of the Lakewood, Washington Distribution Center.

Ms. Churchill stated, “The ICCSO panel of judges were overwhelmed by the quality and service focus of this year’s entrants. The submissions we received demonstrated that even in the face of global economic strain, many organizations remained true to who they are and in many cases solidified their foundation even more. This year’s winners are truly people focused organizations; working with an eye to make the world better, not their bottom line.”

Brett Whitford, Secretary General, International Council of Customer Service organizations, added, “This year’s award winners have demonstrated that they are leaders in their commitment to customer experiences and are worthy of international recognition.”

Responding to the award, Lori Isbell, President of Burkhart said, “This recognition is a real tribute to all of the people of Burkhart that work so hard every day to take care of our clients. I think that it is this focus on delivering a great client experience that has been the key to our success. We are honored to have been selected for this prestigious award.”



For over a century, the people of Burkhart have focused on helping dentists achieve personal and professional success. Burkhart provides equipment, repair, supplies, consulting and continuing education services to dentists throughout the Western United States. We are distinguished by our values, ethics and people.

For more information about this award or about Burkhart Dental Supply, please contact Greg Biersack, Vice President of Operations. (253) 474-7761.

For more information on these awards and previous winners, you may visit the Customer Service Institute of America’s website at: http://www.serviceinstitute.com/media.htm  
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