Customer service is not a department. It is a philosophy to be embraced by every employee – from the CEO to the most recently hired. I’ve been preaching this for years. Yet it still surprises me that ...

What is internal customer service–what’s a good, workable definition? As a customer service trainer and keynote speaker on internal customer service, let me share how I define this “what”–and, more ...

Discover how to measure true training ROI by tracking essential call center KPIs like FCR, AHT, and CSAT that prove agent ...

Customer complaints are an unfortunate reality no matter what type of business you operate. Dealing with angry or upset customers can be difficult, particularly if your staff has never been given a ...

When you manage customers' questions and problems well, they reciprocate by coming back, spending more and becoming loyal to the brand. Is delivering good customer service worth the effort and expense ...

We have all been in situations where we have been treated poorly by a food server, service manager, receptionist or product installer. The end result of such an encounter is typically a vow to never ...

In the hospitality and catering industry, customer service training is arguably the most vital category of instruction that management and employees ever receive. Businesses in this field include ...

Do you want to reduce employee training time, increase training effectiveness, and help employees gain experience and confidence? While many companies still provide traditional classroom training, ...

SHI International has worked with Corporate Training Group for about 15 years to train customers and its own personnel, and hopes bringing CTG in-house will add flexibility and scale to its training ...

Conflict resolution has emerged as one of the most sought-after training topics for frontline managers amid growing concerns about customer incivility, according to a new report. The report, released ...

Software-as-a-Service (SaaS) firm Chargebee has acquired Trainn, a SaaS start-up that creates hyper-personalised videos for customer training purposes. This is Chargebee’s second acquisition in recent ...