Customer service is perhaps the most vital part of conducting business as it reflects directly on the company and how it is able to meet the needs of patrons. Implementing customer service training ...

It is an unfortunate fact: Many senior leaders and senior staff do not understand the fundamentals of lean. It’s one thing to recite knowledge of lean, and another to live lean every day—both on the ...

In the past month, I’ve been asked to write about the ROI on customer service training by three different publications. In one of the articles, I made a comment that resonated with many of the readers ...

More businesses than ever are finding this the right time to invest in customer service training as we head into the post- (or, I should say, nearly post-) pandemic era. And they’re right to want to ...