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Customer Focus Training Top Forty

The Customer Focus Training Top Forty is by Ray Miller Lately we have been getting an unusually large number of inquiries from people globally asking the following question: “What should customer focus training accomplish?” Since this training is a significant investment, it is essential that you maximize your return on investment from this training. In […]

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American Express Global Service Barometer – 2011

Good Service is Good Business: American Consumers Willing to Spend More With Companies That Get Service Right, According to American Express Survey U.S. Consumers Tell Twice as Many People about Bad Service Compared to Good Service New York, May 3, 2011 – Americans are placing an even greater premium on quality customer service this year. […]

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I Got an Email: Getting Service Training to Stick

Getting Service Training to Stick is by Ray Miller and was Originally Published On:  May 19, 2011 In the 20 years that I have been conducting service excellence training for thousands of participants, there is one thing that has remained constant. At the beginning of most sessions I ask the participants to introduce themselves and […]

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Customer Service Training vs. Customer Focus Training

Customer Service Training vs. Customer Focus Training is by Ray Miller and was originally published on May 19, 2011 When most people think of customer service training, they usually target the training needs of their customer-contact employees. After all these are the people who are interacting directly with customers. Makes sense right? They invest time […]

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American Express Global Service Barometer 2012 Survey

Social Media Raises the Stakes for Customer Service Social Media Savvy Consumers Have High Expectations: They’ll Spend More When They Get Good Service and Ditch Companies When They Don’t More Than Eight in Ten of These Consumers Have Bailed on a Purchase Because of a Poor Service Experience Compared to 55% Overall New York, May […]

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Consequences of Poor Service In The New Economy

Consequences of Poor Service in the New Economy is by Ray Miller and was originally published on June 28, 2011 Economists are talking about a new economy which has evolved as a result of the financial turmoil of the past couple of years. Evidence of this new economy may not be blatantly obvious to everyone, but […]

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American Express Global Service Barometer – 2010

Americans Will Spend 9% More With Companies That Provide Excellent Service — But Two-Thirds Feel Companies Aren’t Doing Enough to Earn Their Business — — Service Is Even More Important in Tough Economic Times — New York, July 7, 2010 – A majority of Americans report that quality customer service is more important to them […]

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