My week ended with an employee from another department calling me about the behavior of one of my employees. Apparently, my employee was asked to carry a document to another person in my department ...

Anticipatory customer service is the master skill, behavior, and attitude that distinguishes the kind of service that actually creates customer loyalty. Why would this be? Well, partly because it’s ...

My friend Dr. Willie Jolley just released a new book titled An Attitude of Excellence, and it is a great one. Jolley is one of the finest motivational speakers I know. When he talks – and sings – ...

The advent of generative AI models has ignited an era of fascination and experimentation, yet the tangible economic implications of their widespread implementation have largely remained a mystery. In ...

Effective Customer Handling Skills. The ability to effectively handle customer complaints and problems is vital for your customer service associates. Though providing outstanding service throughout ...

We all know the old saying: “When the going gets tough, the tough get going.” It has been repeated so often it’s cliché. I’d like to suggest a variation: “When the going gets tough, leadership matters ...

The term “customer service” encompasses a variety of techniques used by businesses to ensure the satisfaction of a customer, from friendly and attentive staff to prompt response when confronted with ...