Ask executives from any company that has achieved consistent improvements in customer service and they will tell you that they could not have done it without putting in place a comprehensive and ...

Customer service is not a department. It is a philosophy to be embraced by every employee – from the CEO to the most recently hired. I’ve been preaching this for years. Yet it still surprises me that ...

We have all been in situations where we have been treated poorly by a food server, service manager, receptionist or product installer. The end result of such an encounter is typically a vow to never ...