Where does the customer service culture begin? At the top, with leadership – in the C-Suite or with ownership – when that culture is defined. What does the definition of a company’s customer service ...

On Sept. 2, NextGov ran a story about the 2016 edition of Forrester Research's Customer Experience Index. The report will cost you $499 to purchase but the article highlights what for me is the main ...

Not so long ago, America’s corporate scalawags rewrote the definition of customer service by having a “convenient” phone number replace the customer service window. Then you got ping-ponged around ...

What is internal customer service–what’s a good, workable definition? As a customer service trainer and keynote speaker on internal customer service, let me share how I define this “what”–and, more ...

Your business has reasonable prices and quality products, and your marketing efforts receive high engagement. This sounds like the perfect recipe for a successful business, right? Treating customers ...

There's a method to providing good customer service, at least for Tosha Winterberg, who works as a server at Mavericks Steak & Cocktails. It's all about time management, she said. While every part of ...