If you’ve recently scrolled social media, chances are likely you came across numerous videos of employees at work. These videos often feature interactions with difficult customers, or show employees and their co-workers discussing, if not complaining about, various...

Submitted by D. D. Daruvala -  the Managing Director of DFS Solutions an Occupational Safety, and Management Consulting Company  I've often found myself at the receiving end of subpar customer service, where the experience ranges from indifferent to downright lousy....

Real World Story: (Told my seasoned sales professional Vic Jacobsen) “As a seasoned sales I've worn many hats throughout my career. From Sales Rep to Sales Manager, Marketing Manager, and eventually General Manager for Xerox Corporation, I’ve had the privilege of...

Traditionally customer service has been viewed as a resource for problem solving, yet surveyed consumers indicate that interacting with company representatives is always an opportunity to build a long-term relationship. Exceptional customer service fosters long-term...

I often preach that a person’s favorite sound is hearing his or her own name. That remains true, however even more personalization in customer interactions significantly increases the chances of continuing or earning brand loyalty. Other personalizations include...