Financial tools, workflows, staffing, marketing, and customer service can all be reviewed through a lean lens.

Customer service is perhaps the most vital part of conducting business as it reflects directly on the company and how it is able to meet the needs of patrons. Implementing customer service training ...

It is an unfortunate fact: Many senior leaders and senior staff do not understand the fundamentals of lean. It’s one thing to recite knowledge of lean, and another to live lean every day—both on the ...

Customer service is not a department. It is a philosophy to be embraced by every employee – from the CEO to the most recently hired. I’ve been preaching this for years. Yet it still surprises me that ...

In the past month, I’ve been asked to write about the ROI on customer service training by three different publications. In one of the articles, I made a comment that resonated with many of the readers ...

Starting a customer service training business will allow you to teach valuable skills, and help companies and employees reach their potential. Customer service is the backbone of every business, but ...

We have all been in situations where we have been treated poorly by a food server, service manager, receptionist or product installer. The end result of such an encounter is typically a vow to never ...