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Customer Service Articles 
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Improving Customer Experiences - Is It Still Important ?
Has the economic downturn minimized the importance of the Customer Experience?
In Chapter 5 of my book, Strategy Activation: How to Turn Your Vision into Marketplace Success, I ... More...
By Scott Glatstein,
Minnetonka, MN, USA - November 14th, 2009
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Customer Relationship Management - system or attitude?
A colleague recently lamented to me "I was so annoyed that the XYZ coffee shop in the ABC Centre took sooooo long to give me a second coffee one morning, even though I was close to... More...
By Bob Selden,
Crows Nest, Australia - October 2nd, 2009
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Service with a smile
There have been a couple of interesting service stories in the press over the last week. Getting front line staff to provide excellent, even good customer service seems to be the ... More...
By Bob Selden,
Crows Nest, Australia - August 14th, 2009
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Who is your customer?
Who is your customer? To any savvy business manager, that may seem a simple or even silly question. “Of course I know who my customers are, I wouldn’t be in business otherwis... More...
By Bob Selden,
Crows Nest, Australia - August 12th, 2009
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What Do You Expect From Your Coffee Shop?
You can walk down any high street and almost every tenth shop is some sort of eating place or coffee shop. They spring up here there and everywhere, don’t they?
And the good o... More...
By Andrew Rondeau,
UK - May 6th, 2009
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Customer Service Awards 2008
Another year is about to end and it is safe to assume many are thankful for it to take leave. 2008 was a year that had more twists and turns than a roller coaster ride at a nationa... More...
By Drew Stevens PhD,
St. Louis Missouri - December 18th, 2008
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Service is the key to survival in today’s climate
I had an email from a colleague recently telling me about his latest service experience.
*I was so annoyed that the XYZ coffee shop in the ABC Centre took sooooo long to give ... More...
By Bob Selden,
Crows Nest, Australia - December 12th, 2008
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Tough times call for tough training
With the downturn in the market, good staff are still surprisingly hard to find, particularly at the operator level.
A colleague in the hospitality industry, spoke about his ch... More...
By Bob Selden,
Crows Nest, Australia - November 27th, 2008
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Let Your Fantasy Be Your Reality
“In the mind of the beginner there are many possibilities, and in the mind of the expert there are few.” -Suzuki Roshi
What would you do in your sales career if you did not... More...
By Mark Tewart,
Lebanon, OH, USA - September 9th, 2008
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Is Customer Service Training Really What Your Employees Need?
If you go to the doctor with a headache, do you demand a particular treatment before she examines you? Of course not! Well then, why do managers send their employees for customer... More...
By Jan Jasper,
New York City Metro / New Jersey - September 5th, 2008
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The Most Important Customer
Customer service is false propaganda.
Before you think I am nuts, let me explain. The product manufacturer gives customer service surveys and the business gives customer surveys... More...
By Mark Tewart,
Lebanon, OH, USA - August 29th, 2008
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Customer Service v’s Customer Satisfaction – What’s the Difference?
I recently travelled on a regional train in Australia. When booking my ticket I asked “What’s the difference between first and second class?” The booking clerk’s respons... More...
By Bob Selden,
Crows Nest, Australia - August 12th, 2008
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