5. Map out customer touchpoints and figure out which ones to overhaul first. Even the best-selected and most-inspired employees can’t stop an organization from delivering crummy service ...

Although I adjust what I cover as a customer service trainer and training ... details of what could otherwise feel like a checklist-driven day. Employees aren’t just workers going about ...

Every company in the known universe wants to provide great customer service and deliver an attractive customer experience. But a lot can go wrong along the way to accomplishing these goals.

Would Marilyn Monroe or Elizabeth Taylor have tolerated customer service shaped only by a checklist ... While leading the 1,000 employees at the Beverly Hills and the Hotel Bel-Air, I’ve ...