Lots of companies have corporate policies. A great many, however, lack corporate principles. Most companies and their employees have no idea what customers want, much less how to deliver what they ...

We know many of your clients are experiencing high call volumes as a result of the ongoing COVID-19 situation. In order to provide them with some helpful information during this time, we have ...

An old business mantra says that "the customer is the king." I don't think the customer is the king. My belief is that a balanced and fair working relationship where no one is the king, and both ...

PHILADELPHIA — Steve Coscia, CSP at Coscia Communications Inc., has published an eBook entitled Customer Service Superiority. The eBook’s chapters feature customer service principles (Communication, ...

Customer service training in best practices doesn't have to be dull to be effective. I advocate the opposite approach, believing that the more colorfully you frame principles and best practices in the ...

Empowering employees is essential if you want to achieve iconic, bottom-line-building customer service. If you want to move from middle-of-the-road, ho-hum customer service to the kind of exceptional ...

These short and wildly effective customer service improvement steps will set you well on your way toward becoming “the Ritz-Carlton of Industry X” or “the Zappos of Industry Y.” Opinions expressed by ...