A customer service training manual serves as an invaluable tool for instructing your employees how to best provide top-quality service to your clients or customers. A comprehensive training manual ...

After spending one year of research into every aspect of the Apple Retail Store for my book, The Apple Experience, there’s very little new information that surprises me. However, sometimes people leak ...

What is internal customer service–what’s a good, workable definition? As a customer service trainer and keynote speaker on internal customer service, let me share how I define this “what”–and, more ...