Whenever customer service employees or others in customer-facing positions are working with the public, they’re onstage. This is true whether the interaction is in real time (phone call, Zoom session, ...

After spending one year of research into every aspect of the Apple Retail Store for my book, The Apple Experience, there’s very little new information that surprises me. However, sometimes people leak ...

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 ...