The importance of employee learning is well-established. According to a report by LinkedIn, 9 out of 10 global executives plan to either maintain or increase investment in learning and development for ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

AI transforms training. AI is reshaping customer service training by helping agents develop problem-solving skills and emotional intelligence through realistic, adaptive learning environments. Agent ...

If you keep your employees happy, will they make your customers happy as well, through superior customer service? My knee-jerk reaction would be, “Of course they will!” But you never know when what ...

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Businesses should move away from the outdated “the customer is always right” mindset, which often leads to employee burnout, high turnover and, ironically, poor service quality. Here’s how to ...

Customer service can make or break a company’s reputation. When a bank employee’s refusal to provide basic service backfired, a simple Yelp review triggered a chain of events no one saw coming. You’ll ...

What’s old is new. In 1913, Henry Ford introduced assembly lines to help reduce the cost of the popular Model T. By establishing a repeatable process and having workers focus on performing some, but ...

A customer-first business strategy that prioritizes exceptional service, empowers employees and leverages feedback can transform satisfied customers into loyal advocates, driving sustainable, ...

A couple of months ago, I visited a well-known establishment in Miami for dinner. Even though it was a regular weeknight — not nearly as busy as a weekend rush — I noticed one of the staff members ...