A colleague shared a recent experience that left him believing that at Ross, you dress for less—but it comes with less-than-desirable customer service, that is. Like many of us, nothing is more aggravating to him in retail customer service than cashiers who simply go...

Customer service at its best makes people feel heard and cared for. It goes beyond selling customers goods and services. It’s more about creating great experiences that keep customers coming back again and again. A colleague shared the following story about an...

Giving patients the very best customer service is truly a GIFT. And what better gift to give patients than when they’re at their worst—in physical and mental discomfort, even extreme pain. A colleague recently shared a story with me about a healthcare worker who truly...

It’s not easy to stay cool under pressure. It is especially difficult when you deal with demanding clients who don’t understand your processes, policies or guidelines. So having the patience of a saint makes for great customer service delivery overall and especially...

The most important component of exceptional customer service is communication, the ability to communicate with consistency, clarity and follow-through. It means not dropping the ball or dropping the problem onto someone else’s lap. Communication is the key to...