I have previously written about how just one bad service agent can ruin your entire customer service efforts. A colleague recently shared the following story with me about one such employee who’s ruining his customer experience with a small local mail services...

Whether your service team performed exceptionally well or poorly last year, setting new goals at the start of a new year to elevate your customer service delivery is always a great strategy to increasing profits. Following are helpful hints to get you moving in the...

Happy Holidays to you! Thank you for continuing to come back again and again to read my thoughts on customer service and my tips on treating one another with patience, empathy, and kindness. And this holiday season, let’s put those tips to good use! The end of 2021...

Last month, I wrote about a not-so-hospitable Hilton Embassy Suites experience. This week, I will tell you about an awesome encounter at the Hilton in Oxnard, CA. Yay, I FINALLY have a great customer service story to share!!! Real World Story: I'm staying at the...

Two thousand twenty-one is nearly over and much has happened in the last 11 months—good things and not-so-good things. The good things have given us great memories, no doubt. The not-so-good things have helped shape us to be stronger and more resilient. May we...