The following article is reproduced from Winning at Work: Delivering great customer experience used to be a ‘nice-to-have’ in the business world. From time to time it would drift into the conversation ...

Today more than ever, excellent customer service is needed to retain customers. People are tired of spending hours on the phone with rude service people only to find their problems unresolved.

One of the greatest challenge to developing great customer service often times is getting started. We read about great customer service, we attend seminars, workshops, and conferences. We’re inspired, ...

More businesses than ever are finding this the right time to invest in customer service training as we head into the post- (or, I should say, nearly post-) pandemic era. And they’re right to want to ...

Understanding what it means to deliver great customer service and being the type of person who can deliver it are two very different things. Anyone can read about strategies or participate in customer ...

Customer service games can add spice to a training program. I ought to know, I wrote the book! Unfortunately, I've seen too many games used just because ... well, I'm not sure why. The game was fun, ...

In the past month, I’ve been asked to write about the ROI on customer service training by three different publications. In one of the articles, I made a comment that resonated with many of the readers ...

In the hospitality and catering industry, customer service training is arguably the most vital category of instruction that management and employees ever receive. Businesses in this field include ...

This semester an xLab team worked on a project for Progressive Insurance. It was the first semester of the project, and the team was tasked to create a tool to train customer service agents using ...

Do you want to reduce employee training time, increase training effectiveness, and help employees gain experience and confidence? While many companies still provide traditional classroom training, ...

Online cashier training options provide an introduction to the range of skills cashiers require, including cash handling, basic sales training, customer service and an overview of key calculations, ...

We have all been in situations where we have been treated poorly by a food server, service manager, receptionist or product installer. The end result of such an encounter is typically a vow to never ...