Customer service centers, whether a shipping group dealing with consumers or an IT organization working with corporate employees, has a lot of information to manage. Technology has been improving over ...

What is change management, why is it important for your business and how can you get started with it today? In my last article, I wrote about the need for customer experience professionals to not only ...

If your organization isn’t tapping into the benefits of customer relationship management, it could fall behind the competition. Many business owners are already aware of Customer Relationship ...

Manila, PHILIPPINES – With a hundred participants attended last February 17, 2016, the Customer Service Management Seminar is back on its second run on May 18, 2016 at AIM Conference Center, Makati ...

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 ...

Total quality management (TQM) is a management strategy that emphasizes a continuous, organization-wide effort to maintain quality customer service and satisfaction. The goal of TQM is to foster ...

OK, so now I’m on the war path. When I first conjured up the idea for this article, I had endured a series of awful customer service experiences. But today took the cake. Phone calls not returned.