There is one key ingredient in providing extraordinary service that can never faked or replaced, and that is…having the right attitude!

The terms flexibility and consistency may sound contradictory, but when combined in the workplace, they are very powerful tools.

We've all heard the Golden Rule: treat others as you want to be treated. Have you heard of the Platinum rule? Treat others the way THEY want to be treated...

I recently started a discussion about trust and building more solid customer relationships on LinkedIn, and the results were overwhelming. Every person said that there is a definite connection.

Take our quiz to see if you're a Service Hero, Apathetic Agent, or Service Zero...

There are few things in life that I can say with as much absolute certainty as I can say this: I LOVE MY DOGS!!!

Service organizations have many things in common, while each also has very unique approaches. We all share the same final goal of giving / providing a solution to our customer’s request. We live in a world that ultimately is very subjective, in that what we want (need) is not only a solution to the problem, but also a happy customer. We are constantly proving our worth through our dedication, commitment, abilities and responsiveness to our customer. We do ask from the person or group of people we serve to trust in us. We spend our lives proving that the trust put in us is earned and deserved. We earn this trust by listening.

On a recent discussion on LinkedIn, a Strativity Group study was brought to my attention. I had never seen the results of the 2009 Customer Experience Consumer Study which was conducted from April to May of 2009 and surveyed 1994 consumers from North America. The results are definitely worth a look...