Putting together a list of excellent books on any subject is always a highly subjective exercise. Nonetheless it is often useful to try to..
Every call is an opportunity to provide service that adds value to a caller—this is the case whether the person on the other end of the..
Every organization will have “difficult” customers. They are usually difficult not because they are trying to cause trouble, but..
Luxury hotel chain Ritz-Carlton is world renowned for their ‘above and beyond’ approach to customer experience and management...
One of the ways in which organizations large and small have sought to make the most of their customer interactions and online customer..
The fact that people express their emotions via a complaint (however angry and negative the expressions of these emotions may be initially)..
There is little doubt that few organizations of any kind welcome having upset customers and will therefore usually try hard to make the..
As a chain is only as strong as its weakest link, every individual across the whole organization needs to ensure that standards of service..
Service excellence is achieved through people. Every individual needs to understand who its customers are (internal and external) and what..
Customers are the ultimate recipients of the goods or services provided by any organizational team. If customers were consistent in their..