In my last post, I wrote about giving employees the breathing room they need to deliver exceptional service. But a recent article I read got me thinking about whether or not we give employees the same freedom to draw the line with abusive customers—and doing so in a...

I often write about employees using common sense, creativity and empathy to deliver exceptional customer service. But, do YOU give your employees the breathing room to do just that, in order to WOW your customers? And what exactly does that mean? Real World Story:...

When was the last time you put your heart into your service delivery? Maybe you bent the rules just enough not to break one, but enough to put your heart into delivering exceptional service that went above and beyond the call of duty. Real World Story: A colleague...

As we look back to a year of loss, anxiety and hardship, it’s difficult to imagine any benefit to the COVID-19 pandemic. However, one positive outcome is how organizations got proactive in their customer service efforts. For many, the continued existence of their...

In any business, especially in the field of healthcare, how you communicate with customers or patients is vital. Not communicating effectively can literally kill your customer service efforts—and your reputation. A colleague recently shared the following story. Real...