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Customer service is not all about the eye contact, the smile, and the “soft” aspects of the personal interaction. They are very important, but process is also important. The restaurant world is a tough business from a customer service perspective, because it has many characteristics of a manufacturing environment as you’re processing the food and […]

Every year, professional sports teams lose season ticket holders.  These season ticket holders exit the organization because of a myriad of reasons.  With the economy like it has been over the last 18 months in particular, professional sports teams are losing season ticket holders at an alarming rate.  Many pro sports organizations deal with these […]

Our company has conducted literally thousands of mystery shops in the Education industry, everything from an elementary school to a four year university. And one thing we have noticed consistently is that when it comes to customer service in Education, perception is reality. When you don’t respond to e-mails in Education, they perceive you’re non-responsive. […]