To instill a culture of dynamic, innovative, and continuous dedication to customer service at CWRU, all new employees should take a four-course general CWRU customer service training offered under the ...

The interaction anyone has at any level with your employees, including you, gives a customer an opportunity to make a judgment about you, your company, and all companies like yours. I’m not just ...

Enterprise customer service operations have evolved dramatically in the past decade. Support organizations now manage complex product ecosystems, global service teams, and interactions across multiple ...

This past holiday season led one of my team members into her first predicament of customer service versus client management. When was it okay for her to be a “yes” person, and when was it better for ...

A guide to understanding quality. How to learn about customer expectations. How to match service delivery to fluctuating customer expectations. Objective: To evaluate the use of an adapted customer ...