Customer service expert and master trainer Micah Solomon tells me that my gut feeling was correct as far as it went, but that more is necessary to guarantee great customer service from every employee.

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

The importance of employee learning is well-established. According to a report by LinkedIn, 9 out of 10 global executives plan to either maintain or increase investment in learning and development for ...

The holiday season is fast approaching, which means many businesses are in the process of hiring and training seasonal employees. Holiday shopping can be stressful, which means providing exceptional ...

A couple of nights ago, I randomly stumbled upon an American Airlines training video from 2000, intended specifically for ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...

The domains of customer experience excellence and service employee engagement are fundamental to the survival and prosperity of any business in a modern business environment and are key components of ...

Customer service is the direct, one-on-one interaction between a consumer making a purchase and a representative of the ...

When products, prices, and services are increasingly homogenized, differentiation often comes down to customer experience. One customer experience survey discovered that nearly half of consumers say ...

The labor market will be tight through the end of the decade, making employee recruiting and retention difficult. Boosting the output of employees is the best strategy for coping with the difficult ...