>Just when you think you’ve got everything in place for the perfect execution of your service delivery, something goes wrong and a customer becomes unhappy. How important is it to do something about it? According to the Research Institute of America in a study they conducted: • 90% of customers who are dissatisfied with service [...]

>Most every successful organization that attracts customers finds the need to balance between overstaffing to handle all customers immediately or understaffing and have a wait period. The job of the manager is to determine the “right” staffing and I hear the question over and over from banks, grocery stores, retail stores, doctor offices – what [...]