Keynote

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...

According to various surveys on customer service, one of the top five pet peeves that customers complain about is associates who are missing in action. If your place of business is supposed to be open for business, then staff need to be present and ready to greet and...