All organizations make mistakes. How they respond to problems caused by themselves is what service recovery is all abouit. How do you make the customer whole so they go from hell to heaven in 60 seconds or less.

Eliminating cost is critical to all service role modeles. It is critical that employees be involved in ways tgo eliminate small savings each day if your organization is to succeed.

Empowerment is the backbone of customer service and very few firms understand how to use empowerment. Without empowerment no firm can become a service leader. Six major roadblocks are discussed that prevent empowerment from happening.

Managers learn effective ways to improve results and productivity throught employee motivation