What exactly is customer service-specific empathy? And how do you go about training employees in it (if, in fact it can be trained for) and deploying its power at your company? Let me back up. If you ...

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 ...

Virtual reality (VR) has arrived in the fire service as a transformative tool for enhancing training effectiveness and realism. Immersing students in a virtual environment that’s a familiar setting, ...

In the hospitality and catering industry, customer service training is arguably the most vital category of instruction that management and employees ever receive. Businesses in this field include ...

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 ...

Last month, I introduced the importance of providing building-specific training to outside service contractors when a building owner does not have or does not intend to hire in-house O&M staff. This ...

An acute and growing shortage of service technicians is pushing franchised dealerships to act creatively to develop talent. Dealerships are working with local colleges on training programs and looking ...