To kick off Customer Service Week 2016 (which starts Monday), let me pose a question that may sound like a no-brainer: Does practice make perfect in customer service? The answer, surprisingly, is "not ...

As I recently wrote, “The answer is yes! – Now what's your question?” is an attitude central to any great customer service organization and culture. It’s crucial that leadership stress this principle, ...

Organizations are placing increased emphasis on identifying individuals with customer service orientation. In the present investigation we test whether interpersonal skills, as measured through ...