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Is anyone tired of the U.S. elections already, even though they haven’t taken place yet? At the national level and also at the local level, politics seems to be driven by an endless series of slogans, trite sayings, and jargon. They include brief words, phrases, or labels trying to get us to love one candidate […]

I was presenting results of mystery shopping research years ago to a Higher Ed client.  There were about 150 people in the room, and in the middle of the presentation, two professors stood up on opposite sides of the auditorium and starting yelling at each other.  They were arguing over whether students should be viewed […]

Why is Customer Service Week important? It’s an opportunity to recognize wonderful staff, convey appreciation to customers, and reinforce the great that customer service can do for organizational success. To that last point, here are the Top 10 ways that Customer Service Teams benefit the organization: Issue-resolution – They fix problems that are created elsewhere […]