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The least trained, least valuable, and least appreciated employees are frontline employees. They typically have 99% of your customer contact. Another problem you face is
There are a number of reasons most organizations are content with their level of service. Most feel they already deliver great service. Some feel their
Most organizations are reluctant to spend the time and money training their workforce on customer service. There are a variety of reasons: It will do
Without empowerment, you will never be a Service Leader. It is the most difficult skill to get employees to use. When used, its magic. The
One of the most precious things to a customer is when you remember them and use their name. Very few organizations have mastered this skill.
Amazon Amazon just released its 2025 results. Sales increased by $78.9 billion. An increase from $638 billion to $716.9 billion. Net income increased to $77.7
For the last 45 years, I have been talking about Customer Service and the Service Strategy. Many ask, “What do you mean by Service Strategy?”
Every company makes mistakes. Service Recovery is what keeps your customers coming back. When something bad happens to say, “I am sorry,” is good customer
This article offers a compelling look at the realities facing millennials in today’s job market. It highlights how millennials are being laid off at higher
Most firms believe anyone can go to their website and find the answers to everything they need. They tend to love banker hours. Many have
