Pam Denham talks about a dynamic service culture at Mobile County Health Department

Mobile County Health Department staff took part in a smile-while-talking

exercise during a presentation by Pamela Denham on June 25. The idea is

that those who smile while talking enhance the customer experience culture.

MOBILE, Alabama -- On Tuesday, June 25, Pam Denham, of Pamela Denham & Associates Marketing PR Solutuions LLC, met with Mobile County Health Department staff members who have been involved in working to improve employee engagement and the customer experience at Alabama's oldest public health agency.

Hers was the second of four groups to make presentations as the MCHD moves forward with its strategic plan that includes embracing a service culture across its bureaus and departments.  

Denham outlined five core principles her team uses to guide employers who seek her services, with a goal of "responsible leading, not mindless reacting," she said. To rise from successful to dynamic, she said, companies must know its customer base which includes employees and clients; it must select, train and reward staff for delivering quality customer service; it must ensure that every facet of the business -- from the front line representatives to the back room employees -- operate at an optimum level to offer a seamless quality experience that extends from the parking lot to the front desk to halls and exam rooms.

Promoting and maintaining a service culture, she said, is the last vital piece to the process.

Business Alabama Magazine has recognized Pamela Denham & Associates Marketing and P.R. Solutions LLC in Mobile as one of Alabama's top "2013 Public Relations Firms." The company ranked No. 10 out of 18 in the category of "public relations firms"where agency's were judged on the number of active public relations clients. At the time of the award, the firm had 12 active clients, including White-Spunner Construction, Baldwin Bone & Joint and Comprehensive Pain & Rehabilitation.

In business since 1998, Denham said she has retained many of the same clients she started with. Her firm caters to a broad array of industries including health and science, real estate, business and finance and non profit organizations.

Two other regional firms are set to make presentations to the Mobile County Health Department staff during the week of July 1-5.