Customer service expert and master trainer Micah Solomon tells me that my gut feeling was correct as far as it went, but that more is necessary to guarantee great customer service from every employee.

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

Fast-food chains including McDonald’s and Burger King are balancing kiosks and AI with renewed hospitality investments.

The importance of employee learning is well-established. According to a report by LinkedIn, 9 out of 10 global executives plan to either maintain or increase investment in learning and development for ...

The holiday season is fast approaching, which means many businesses are in the process of hiring and training seasonal employees. Holiday shopping can be stressful, which means providing exceptional ...

When products, prices, and services are increasingly homogenized, differentiation often comes down to customer experience. One customer experience survey discovered that nearly half of consumers say ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...

You never met the customer you lost. But you approved the phone system, the staffing and the policy that drove them away.

The labor market will be tight through the end of the decade, making employee recruiting and retention difficult. Boosting the output of employees is the best strategy for coping with the difficult ...

Just about all foodservice operators have their own training programs for employees, including how to handle customers, but for the restaurants at LaGuardia Airport in Queens, New York, workers ...