What is internal customer service–what’s a good, workable definition? As a customer service trainer and keynote speaker on internal customer service, let me share how I define this “what”–and, more ...

Service managers have a great deal of responsibility. Not only are they sometimes out in the field, but they are in charge of the business. This means taking charge of the gross profit, burden, ...

Anticipatory customer service is the master skill, behavior, and attitude that distinguishes the kind of service that actually creates customer loyalty. Why would this be? Well, partly because it’s ...