Customers expect companies to provide excellent customer service. Exceptional Customer Service Agents ensure that customers feel heard and respected,

Well, 2021 is underway and we have a month and a half in the books already, which means that it's time I get talking about changing some habits. What

The highest margins that are available today to a business, are to be had when you and your team can deliver value consistently over and over. Ther

Short-Term Thinking I am shocked by the number of companies out there that think their customers are stupid.  Companies that chase short-term res

Customer satisfaction is almost everything these days. I say “almost” because your profitability, businesses growth, and career all depend on how

You have a great team, harmonious culture, and a proven customer serving strategy. What could go wrong? Frankly speaking... shit happens. However, any

The quickest and easiest way to improve your customer service is to empower your team. Your customer service team members should never have to escalat

Every company on the planet says that they value customer service and “go the extra mile” to satisfy their customers. Sadly, very, very few actual

Every CEO talks about how they want great customer culture and service.  Very few though, make it possible for their people to deliver great customer

I have led a couple of large customer service call centers in my career.  I love the passion and energy that the staff bring to the job every day.