I am a firm believer that the customer is the lifeblood of every business, and as such, they are a powerful force to deal with. I also wonder, if the previous statement is true, why don't these ...

Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

Most of the interactions a company has with its customers are service encounters. But how do you give your customers good service? By the term "service", we're not just talking about giving customers ...

This training covers the basics of customer service the “Cole way.” The first two weeks of training are conducted in-house as technicians learn how to approach and interact with customers. They also ...

Responsiveness is crucial for customer retention and shows customers they are a priority. Authenticity in customer interactions enhances the customer experience, with personal engagement often ...

Q: I’m curious about providing “wow experiences” for our customers as a way to elevate the customer service we’re currently providing. Candidly, we have so much trouble just getting through the day ...

There are many challenges facing the customer service industry. The most pressing is that for many brands customer service is not a business priority. In 2014 Gartner predicted that by 2016 89% of ...

“Customers demand a high quality experience across all touch points, starting with their first service experience and continuing over the course of the customer's lifetime. [Thus] the only way to earn ...

Many passengers will happily attest that too many airline employees act as if they’re members of a security force, rather than representatives of a brand that’s supposed to make customers feel good.