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Crowd control

Sometimes, through no fault of your own, you find yourself overwhelmed by demanding customers who may feel entitled to immediate attention. Maybe a large tour

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The Streets are Rough!

The following is a guest post by Chip Bell. Chip’s latest book, The 9 ½ Principles of Innovative Service, uses stories, anecdotes, and quotes to

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The problem with empathy

Earlier this year, I read a book by a colleague of mine, Jeff Toister, titled Service Failure: The Real Reasons Employees Struggle with Customer Service

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