Assuage the pain
In May I read the 2017 Qualtrics Hotel Pain Index Study, made some notes, and had every intention of writing a June blog post in
August 2, 2017
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Always prepare the soil before planting seeds
A colleague recently asked for my opinion regarding the skills that customer service representatives (CSRs) need the most help with. I qualified my response by
July 8, 2016
Can exceptional customer service be taught?
This is the sixth post in a series that will explore a set of questions I received from participants during a recent webinar on the
February 19, 2014
Choose employees who choose to serve
I recall saying to a client across the conference table, “Exceptional customer service is always optional.” Upon hearing this, his eyes narrowed, he leaned forward,
March 2, 2011
