In the fall of 2020, University Libraries introduced a new customer service training program to all its faculty, staff and student employees. This online program is aimed at orienting and training ...

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 ...

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 ...