Keynote

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...