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For few people in customer service, the customer experience always and solely is dependent on just them. More typical is for employees to rely on I.T. to keep the systems up and running. Staff rely on co-workers to offer suggestions and strategies to help inform decision-making. Oftentimes, staff have to work together to resolve issues […]

Prior to starting Customer Service Solutions, Inc., I worked as an internal consultant in a large urban hospital. To help the leadership quickly gauge overall performance of individual departments and create a focus on key metrics for individual department heads, my team was charged with creating “Excellence Reports.” These were brief reports which highlighted the […]

There are a thousand things to consider, a thousand things to do And as we get near year-end, our focus should be just a few. Just like the thanks at Thanksgiving that we all seem to share Our priorities should be on the who, definitely not on the where. We travel and visit; we shop […]