As we near the end of 2022, we naturally begin to reflect on the past year—our successes and our failures. Let us celebrate our wins and learn from our losses, knowing that past failures aren’t failures at all but successes waiting to happen. Goodbye 2022! As we...

COVID-19 is once again surging, with hospitalization rates up 75% since the Thanksgiving holiday. Add to that scenario the flu season and the newly emerging RSV bug, and you’ve got three very scary reasons for the general public to worry. It is, therefore, vital for...

In customer service training, trainers spend much of our time teaching strategies to help you interact successfully with different types of customer personalities and attitudes and in various situations and phases of the customer service transaction. In essence, we...

Giving thanks is a yearlong endeavor for many of us. And as we enter the season in which giving thanks is more in focus than at other times of the year, let us emphasize THANKFULNESS. Let us give thanks for the customers, clients and patients whom we serve with...

Professional staff yelling at customers in public view of other customers is always a very bad idea. Very bad. It is especially problematic when staff accuse customers of serious misconduct like running out without paying for services—only to learn later that the...