Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

For a business to successfully function, it is important for the employees to possess interpersonal and customer service skills. These two skill areas are important parts of overall business ...

— his 35 years in fixed ops, Bob Cawley has heard his share of advice. He has been told about new gadgets, the latest and greatest processes and bold "out-of-the-box thinking." To it all, Cawley says, ...

Anyone who has had a customer support e-mail query orphaned by a vendor or who has been forced to abandon a shopping cart midsession knows that online customer service has a long way to go. E-commerce ...

Q: I’m curious about providing “wow experiences” for our customers as a way to elevate the customer service we’re currently providing. Candidly, we have so much trouble just getting through the day ...

“Customers demand a high quality experience across all touch points, starting with their first service experience and continuing over the course of the customer's lifetime. [Thus] the only way to earn ...