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This tip is all about you. The vast majority of the advice we provide involves helping the customer, serving them better, or the benefits to the organization or the customer for creating a great experience. For example, when we discuss service recovery – dealing with complaints or issues – we often talk about how quick […]

When a government has to look to the Department of Motor Vehicles for customer service best practices, you know there’s an issue. But the question is, will the DMV really provide a solution? With the almost universal bad reputations that DMVs have in the world of customer service, many are focused on turning around their […]

I was walking into my local bank branch a couple Saturdays ago to make a deposit. While I usually go through the drive-through, I didn’t have any deposit slips left, so I had to get some new ones at the bank. When I entered the lobby, I got the feeling of dread in my chest […]