#innovation

As a customer service trainer and training designer, I’ve determined which fundamental principles customer service training needs to convey, whether the setting is a workshop, half-day or all day training, or via a keynote speaking format.  Here are the ten top principles that I suggest be part of most every type of customer service training […]

Photo by Taylor Grote on Unsplash I hear (and witness) some phenomenal customer service and hospitality stories as a customer service and hospitality consultant, author, and keynote speaker. Still, of all those great customer service stories, this one story, above nearly any other, blew my mind. It’s a story of a small but intentional act