In supply chain management, it is widely accepted that holding enough finished goods inventory to fulfill every order is just too costly. The thinking goes that at some point, improving service levels ...

I’ve never heard someone say, “I’m hoping for a bad customer service experience.” On the contrary, people want and expect a good service experience. We know what good service looks like. We like the ...

No product or brand can fulfill the needs and expectations of every person every time. Companies that try to please the masses usually underwhelm their true target audience and gain little in the ...

In customer service, your ability to connect, solve problems, and remain calm under pressure is everything. But before you ever pick up a phone or greet a customer, there's one key interaction you ...