No training certainly is an explanation for poor performance. But so is lack of support. In his article It never gets done by itself,...

Julie Charbonneau may shock you by stating that pleasant surprises do not need to cost much! In her article Do you like surprises? she...

Francis Prézeau understands that most Guest Service Agents are not very comfortable making attempts to ask potential customers why they...

Here's an inspiring African proverb: If you want to go quickly, go alone. If you want to go far, go together. In his article What is a...

Do you know what are your employees' dream jobs? Do you talk daily with each member of your team? This article by Julie Charbonneau...

Happiness is good for business, and oh so very important to the service industry. Customers do not want to give their hard-earned money...

Many of our customers saw great improvements of their teams, thanks to better feedback. The important thing is to understand on what we...

This article draws a concrete example of developmental feedback from the restaurants industry but it applies to any kind of customer...

Would you like to hear the best tip on how to give feedback that can truly helps your employees? Stop telling to someone that he did a...

Receiving tips from a mentor (or a coach) definitely brings employees to the next level. Do you know why? Because learning how to do...