Lots of companies have corporate policies. A great many, however, lack corporate principles. Most companies and their employees have no idea what customers want, much less how to deliver what they ...

We know many of your clients are experiencing high call volumes as a result of the ongoing COVID-19 situation. In order to provide them with some helpful information during this time, we have ...

An old business mantra says that "the customer is the king." I don't think the customer is the king. My belief is that a balanced and fair working relationship where no one is the king, and both ...

PHILADELPHIA — Steve Coscia, CSP at Coscia Communications Inc., has published an eBook entitled Customer Service Superiority. The eBook’s chapters feature customer service principles (Communication, ...

Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here’s a 10-point consultation that will help you do exactly that through improved customer survey ...

Efforts by health systems to provide care in the most appropriate, lowest cost setting coupled with advances in minimally invasive techniques have shifted many hospital cases to the outpatient setting ...

Customer service training in best practices doesn't have to be dull to be effective. I advocate the opposite approach, believing that the more colorfully you frame principles and best practices in the ...

“How can we make your dream come true today?” is not how a customer entering a government office expects to be greeted. But if it’s the planning office in the city of Arlington, Texas, that might be ...