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Leadership and customer service training work together to create a purpose-driven and customer-centered culture and exceptional customer service and customer experience results

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them.

How to create customer loyalty and use extreme customer service as a competitive force to dominate your market: free training you can use now.

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here's how to make this ultimate level of customer service happen, again and again.

Blow away the competition by using customer service and customer experience to make your company stand out, and to build true customer engagement and loyalty — while inspiring your employees as well.

The best keynote speakers make thousands of dollars for every speech — and perhaps you can join their ranks!

The Ritz-Carlton Hotel Company is legendary for its extraordinary customer service (hospitality). Here are seven essentials that you can bring to your own industry as well.

Exceptional customer service depends on more than smiling, empathetic employees (though they're vitally important as well!). It also requires customer service standards and customer experience systems.

Working as an expert witness can be one of the best side gigs out there if you have true expertise in one of a very long list of industries.

An expert customer service look at the essential reframing that is necessary for customer service success.

Customers share a strong desire for recognition: to be seen, acknowledged and appreciated. If you incorporate this into your customer service approach, you're destined for success.

Every customer is at the center of their own world. This simple realization can be your ticket to customer service transformation and excellence, as this customer service consultant and trainer explains.

If you're taking the initiative to be more customer-centric, these five points from the perspective of a customer service consultant will get you well on your way — while keeping you from making unnecessary detours along the way.

Secrets of customer service as practiced by the greatest Five Star hotels in the world — from the trainer who teaches them.

The Cliff of Dissatisfaction in customer service and the customer experience is the precipice where your customers (or prospective customers) lose faith that you can serve them in a timely manner. Here's how to identify it and fix this problem wherever it may occur.

Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here's a 10-point consultation that will help you do exactly that through improved customer survey design and proper deployment and follow-up practice.

Empathy can be learned, and these three empathy essentials are a great place to start.

Follow this customer service advice on three customer service issues involving language.

There is vast promise and power in this simple, often overlooked way of communicating back and forth with your customers.

Customer service training in this exclusive article on how to avoid defensive language—and what to replace it with when talking with a customer.

You must be willing to embrace this one essential ingredient of exceptional customer service.

Get ready for your reviews to go through the roofs, your customer loyalty to respond likewise, and your cash registers to start ringing like they've never done before.

Eight internal customer service training insights you can put to use at your company today.

Where do you stand in terms of customer service? And how do you rise to the top? Here's how to prepare for sustainable bottom-line results.

The most cringeworthy customer service mistake you're probably making and the customer service training tips for making it stop.

Elevate your company out of the deadly commodity zone by creating "wow" moments in your customer service experience, a proven way to build customer loyalty, engagement and ambassadorship.

If you want to win — and keep — wealthy clients (aka, HNWIs), exceptional customer service training is the golden ticket that will bring you success.

Want to give yourself a massive leg up on your competitors? Transform how your customer service is perceived by focusing on these two moments in the customer journey.

The secrets of turning upset customers into raving fans, courtesy of the scientifically proven principle called "the service recovery paradox."

Old-school telephone conversations with customers are a powerful customer service tool and a brand-builder that creates customer engagement, loyalty and a more sustainably positive bottom line.