In 2014, two major events – the fraught rollout of Healthcare.gov and revelations of secret waiting lists at a Veterans Affairs-run hospital in Phoenix – arguably damaged the reputation of federal ...

SAN ANTONIO (June 16, 2014) -- Let's talk about customer service. It is about the Golden Rule -- "Do unto others as you would have them do unto you", and you must love Soldiers and Families. Members ...

My week ended with an employee from another department calling me about the behavior of one of my employees. Apparently, my employee was asked to carry a document to another person in my department ...

The advent of generative AI models has ignited an era of fascination and experimentation, yet the tangible economic implications of their widespread implementation have largely remained a mystery. In ...

Anticipatory customer service is the master skill, behavior, and attitude that distinguishes the kind of service that actually creates customer loyalty. Why would this be? Well, partly because it’s ...

Effective Customer Handling Skills. The ability to effectively handle customer complaints and problems is vital for your customer service associates. Though providing outstanding service throughout ...

We all know the old saying: “When the going gets tough, the tough get going.” It has been repeated so often it’s cliché. I’d like to suggest a variation: “When the going gets tough, leadership matters ...

My friend Dr. Willie Jolley just released a new book titled An Attitude of Excellence, and it is a great one. Jolley is one of the finest motivational speakers I know. When he talks – and sings – ...

Whether someone is traveling for business or pleasure, the level of customer service she receives on her trip will help determine whether she comes back for another visit or warns her friends to avoid ...

The term “customer service” encompasses a variety of techniques used by businesses to ensure the satisfaction of a customer, from friendly and attentive staff to prompt response when confronted with ...