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You just implemented the top customer service training program that the organization has ever undertaken. The session ratings were sky high. The employee feedback was positive. Everyone is energized. Now what? In so many organizations, when customer service training hasn’t been done for a while and customer complaints start to rise, management’s answer is often […]

Chart the course. It’s easier to get to where you need to go if you have a path, a map, direction, a guide. But when starting in the muck, achieving the vision is that much more difficult. That’s where Charter Communications is/was according to a recent CED article. They hired an individual with success at […]

If you read about the recent results in the American Customer Satisfaction Index about airlines, you might not be that surprised. Customer satisfaction dropped for the industry with Southwest Airlines continuing to be the highest rated. I’ve done some flying over the past couple weeks, and the customer service itself doesn’t seem worse to me, […]