Keynote

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...