I admit I've been collecting them. There seem so many stories of airline customer service that go beyond the norm and toward a place that Franz Kafka would reject as excessively absurd. Not so long ...

Recently, I visited an organisation to sell a training program that my organisation was conducting on Customer Service. During my conversation with the General Manager, he asked me the target market ...

The mention of “outsourcing” in customer service brings up an image of a giant call center, in a foreign country, packed with people who work in 12-hour shifts. Companies partner with these centers to ...