One of the greatest challenges as leaders of a customer-facing operation is the ability and discipline to consistently seek to see the...

What drives human behaviour? It's certainly not the first time the question has been asked in the context of the workplace. In the 10...

The first in a new series of key attributes of customer-facing staff. Let's start with one of the most important when deciding on new...

The psychology of your customer-facing staff and the state which they are in during a customer interaction arguably dictates (more so...