Implement this simple 4-step process for creating a spectacular flashpoint culture of your own.

Customer Service and Employee Satisfaction have been hand in glove since the beginning of time. Measuring that satisfaction, however, is another story.

Follow these three guiding principles to help your employees generate their own ideas for improving the customer experience.

How to take the proactive step of creating a customer charter.

Every business loses customers, but not many do much about getting them back. Here’s what that means in practical terms.

Have you ever called a company and been greeted with the phrase “Hold, please”? Does it make you think that customer service is dying?

Michelle McKinnon lists five simple steps that every employee can take to help keep customers loyal.

Having good telephone skills helps build stronger customer relationships. Here is a handy “top ten” phone skills list for you to use.

It’s time to brush up on your problem solving skills by answering seven of the top tough customer service questions.

The Wentworth Mansion has received the Five Diamond Award for four consecutive years. The hotel’s success is attributed to a management philosophy that extends a level of service far beyond efficiency and courteous behavior. In this detailed case study, Bob Seidler explains how this outstanding feat was achieved.

In this cutthroat world of high competition, how does a service organization maintain its service quality? Read on to learn more.

They say wherever you go, there you are. Yet how present are you at any given time and place you find yourself? Many professionals appear in body but little else. Don’t get marked as missing in action.

10 quick and easy customer pleasing tips to adopt when you are replying to your customer’s email.

How do you answer when asked the question: “Does your Organization Make the Grade?”

Have you ever wondered what goes on behind the scenes of a great service provider? Read on to find out more.

If you were hauled you into a court of law and accused of being a ‘world class’ client service provider, would there be enough evidence to convict you?” Many times, unfortunately, their answer is, “Probably not.”

Have you ever left a store without buying what you went there for? Make sure it doesn’t happen at your store or business.

I met for lunch with Dr Ken Blanchard, best-selling author of “The One Minute Manager” and “Raving Fans”. It was a great opportunity to gain an insight into the mind of one of the world’s leading management thinkers..