Customer Service Standard

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What’s the Connection Between Great Customer Service and Employee Engagement? An Interview with a Law Firm CMO

James M. (Jim) McGrew is chief marketing officer (CMO) for Ogletree Deakins. Previously, he was legal counsel and the director of human resources (HR) for Emeril’s, a renowned restaurant group led by Chef Emeril Lagasse and...more

Creating an Incredible First Impression: When a Soprano Calls

First impressions are forever. Whether you are Carmela Soprano, Tony Soprano or Average Joe calling, the person who takes the call must make an impression as well as get an impression of the potential client. ...more

Another example of “just not getting it”

The prior post contains a link to a story discussing one of Disney’s key philosophies–”It’s not my fault, but it is my problem.” When a park patron shares a problem with a Disney employee, it doesn’t matter that the employee...more

The Accessibility for Ontarians with Disabilities Act

The Accessibility for Ontarians with Disabilities Act, 2005 (the "Act") was enacted in 2005. The Act recognizes "the history of discrimination against persons with disabilities in Ontario" and has, as its primary purpose,...more

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