The difference between good and great is often determined by what you do to push yourself a little further than you thought possible. For home service business owners, being able to take your CSRs ...

Your worst moments will become your greatest opportunities for building true customer loyalty.

The money language pit The “How are you?” ping pong game The Tricky use of humor in customer service. As a customer service consultant and training designer, one thing I help my client companies to do ...

It seems like a law: to have to talk about “Customer Service” we have to mention the famous “Disney Experience”. We all come to mind the smiling team, the warmth of the attention, the patience, the ...

We celebrate Customer Service Week and CX Day in the first week of October. Customer service is a term neatly nested within a more robust category known as customer experience (CX). Many other factors ...

Ho ho, hold the phones! As customer service leaders festoon and fortify their contact centers for the holiday surge, some (er, many!) retailers may be experiencing that “last-minute gift buyer” ...

Dealing with sometimes demanding, sometimes ornery, sometimes outright hostile customers may be the biggest challenge any retail employee must face. Retail places all employees in a veritable public ...

It’s impossible to read any medical practice blog or journal without hearing that “patient engagement” is on everyone’s minds. The more patient engagement you foster, the happier your patients and ...

When I’m hired as a business consultant, besides scanning the obvious business blueprint for necessities of success like marketing, branding, scalable systems and a uniformed digital ecosystem, I look ...