Whenever customer service employees or others in customer-facing positions are working with the public, they’re onstage. This is true whether the interaction is in real time (phone call, Zoom session, ...

A key principle of exceptional customer service is this: Always strive to give the customer what they asked for, plus a little more. As a customer service consultant and trainer, I find this to be one ...

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 ...

Have you ever experienced that feeling when you encounter a new piece of information that completely shifts your understanding of the world around you? Whether it’s a great book, an enlightening movie ...

Do you want to reduce employee training time, increase training effectiveness, and help employees gain experience and confidence? While many companies still provide traditional classroom training, ...

In the hospitality and catering industry, customer service training is arguably the most vital category of instruction that management and employees ever receive. Businesses in this field include ...

When you manage customers' questions and problems well, they reciprocate by coming back, spending more and becoming loyal to the brand. Is delivering good customer service worth the effort and expense ...

I recently came across a powerful quote from my friend Lorie Guest that made me stop and think. She said, “Leaders often believe that if they hire good people, their employees will know how to treat ...