Coaching for superior customer service is about improving effectiveness and meeting customer service goals. However, holding customer service supervisors or team leads responsible for coaching but not ...

I’m on the phone with a startup executive roleplaying as a frustrated customer, and a note along with a speedometer icon appears on my computer screen: Speaking slowly — You are speaking slower than ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

If you were to sit in on a typical training session in most customer contact centers, you’d see the trainer standing in the front of the room lecturing. You’d see a certain amount of drill at computer ...

The way you approach data can make all the difference in how it impacts your business. A one-dimensional review of your team’s results boils down to little more than a retrospective rundown of their ...

Range and Civil Construction, LLC has always had customer service as a key company focus, and the company grew from $0 to $16 million plus, keeping the customer at the center of it all. Winning more ...

Grace McCarthy does not work for, consult, own shares in or receive funding from any company or organization that would benefit from this article, and has disclosed no relevant affiliations beyond ...

If your HVAC contracting business isn’t competing on the quality of the customer experience it delivers, you're just competing on price. And chances are, you’re going to lose out. Success in today’s ...

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