When you give a high level of customer service quality, your customers will appreciate you more. But when you give lousy service, your customers can …

Years ago I used to focus on the worst members of the audience hoping to improve customer experience. The ones who crossed their arms and …

E.J. wrote from the Middle East about a situation calling for customer service leadership: Ron, I was wondering if you can give me some advice. …

I am sometimes asked, “Where did you go to school and what did you study?” I graduated from Brown University in 1979 with a degree …

We meet people face-to-face, at counters, in meetings, in writing and over the phone. Often our moments of contact are brief, fragmented, and mere snapshots …

Ever procrastinate? Who doesn’t! I often find myself digging through piles of mail, e-mail, invoices, newspapers and telephone messages when something more important is waiting …

Customer service education is a lifelong pursuit that offers lessons on nearly a daily basis. The more you learn to stretch your sense of service, …

Having a clear picture of who you are, what you do and why you do it can increase your customer service skills like nothing else. …

Disneyland puts on an extravaganza of lights, fireworks, characters, and special effects called “Fantasmic” every evening. In the performance, Mickey Mouse has a dream with …

One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run …