Self-Service 2025 Trends in Customer Support
Customers increasingly prefer to solve their own problems without ever talking to a customer service representative. In fact, 67% of people would rather use self-service options than reach out to a support agent. This shift isn’t just a trend, it’s a growing...
The Little Things That Make a Big Impression
As someone who travels frequently—and teaches customer service for a living—I’m always paying attention to how service is delivered. Not just the what, but the how. And on a recent visit to The Whitley, a Luxury Collection Hotel, I experienced something refreshingly...
How a Car Wash Scrubbed My Patience Instead of My Car
It’s a sunny Saturday, and I’m in a great mood blasting one of my favorite songs as I’m running errands. I roll into the local car wash ready to give my dust-covered car some TLC. I pay for the “Deluxe Diamond Ultimate Supreme Wash” — you know, the one with the extra...