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Having been in the customer service industry for 25+ years, I’ve heard, seen, attended and listened to various programs/seminars regarding “how to handle an angry customer”. Most often, these programs/seminars…

During my customer service career, I have often heard the statement – “It doesn’t matter what I think, no one’s listening to what I have to say anyway.” More often…

While being interviewed on a local radio show, one of the co-hosts posed this question – “Errol, exactly what is customer service?” I don’t ever remember being asked that particular question but here’s…

In a current client engagement, we are analyzing their work processes. Now more often than not, this can be very tedious work. The whole purpose of undertaking this task is to…