Category Archives: Customer Service

Customer Service Failure – When process becomes the master


I am currently staying at a very nice hotel in South India and actually having a pleasant stay but I must relate to you my experience when I checked into the hotel, as it is a typical example of customer service management … Continue reading

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Training return on investment is not the full story


 We are now working in an environment where the pressure to determine ROI on training interventions is increasing. This is quite understandable and derives from the feeling by HR professionals that in order to demonstrate value creation, they have to … Continue reading

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Integrated Customer Service Leadership


Excellence in Customer Service is a key driver of business success. It is a primary output for driving profit and growth for any organisation, not only on a micro level, but also on a macro level. It is a major … Continue reading

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