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As I conducted a customer service seminar at the Mall of America, I had the idea to rate the mall’s stores to gain key customer service lessons. I had 45 participants, they were game, so I [...]

Sadly, the great customer experience scam is on. First, nearly everybody says they are in favor of good customer service. It is as desirable as apple pie, family, and free expression, all rolled [...]

How good or bad is the customer service you receive? I know it depends on the company and even the person. Yet, overall, how would you rate the customer service delivered by the companies you [...]

Is first class customer service a target you suddenly arrive at after years of experience, practice and research? Or, is it a commitment your business maintains consistently to reap the [...]

Poor service seems to reign. Maybe the best way to begin to describe excellent customer service is to talk about what it is not. It certainly is not a department or a job title. It is the [...]

Every year, a top five priority for most companies is to improve their customers’ loyalty and experience. Unfortunately, most fail. For example, read the American Customer Satisfaction [...]

How do you identify the root of a difficult customer’s problem? Who knows for sure? Your job isn’t to be a psychologist that psycho analyzes every irate customer, nor is it the job of your [...]

Some customers are more challenging than others. Employees most often ask these three interrelated questions about handling difficult customers: “How do you handle complaints?” [...]

Everyone is a customer service provider: CEO, IT programmer, production, HR specialist, or waitress.  In addition, the list includes fast food clerk, cook, lawyer, engineer, airline attendant, [...]