Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...

We've all been there: The dreaded call to a customer service line. NPR's Life Kit presents tips for getting the most out of customer service. We've all been there - the dreaded call to a customer ...