November 10, 2016

  PART I: THE MAGIC OF FRIENDLINESS In a recent blog post, we highlighted the three essentials of stellar customer service. In the next few weeks, we’ll explore each of these essentials and why they make a difference for hiring organizations such as attractions, theme parks, and other customer-focused industries. Welcoming the International Association of...

October 3, 2016

How to Attract and Hire Customer Service Champions Americans have been observing Customer Service Week since 1992. This weeklong event has become international in scope. More than 40 nations now observe Customer Service Week, underscoring the importance of customer service and the people who serve and support customers on a daily basis. This year, Customer...

September 22, 2016

How ongoing coaching in the workplace is the key to lasting employee performance gains   Reports of “the death of the annual performance review” have been greatly exaggerated. Nevertheless, we can’t ignore the clear drawbacks of this once-a-year event. Annual reviews are time-consuming, unpopular with both employees and managers, and rarely result in meaningful performance...