Identify the customer, recognise, fulfil, upgrade, cross-sell, expand, educate, collect, and generate referrals. These are the nine treatment objectives for each contact, says Michael R. Hoffman in ...

Organizations that have exceptional service cultures don't happen by accident. They are the result of a defined customer service strategy. Customer service practices should be incorporated into ...

Identify the customer, recognise, fulfil, upgrade, cross-sell, expand, educate, collect and generate referrals. These are the nine treatment objectives for each contact, says Michael R. Hoffman in ...