What exactly is customer service-specific empathy? And how do you go about training employees in it (if, in fact it can be trained for) and deploying its power at your company? Let me back up. If you ...

Anticipatory customer service is the master skill, behavior, and attitude that distinguishes the kind of service that actually creates customer loyalty. Why would this be? Well, partly because it’s ...

Training dogs — and, eventually, horses — for service is the capstone coursework of the minor program. Horses can be used in a variety of ways to provide physical and mental therapy. Some researchers ...

Virtual reality (VR) has arrived in the fire service as a transformative tool for enhancing training effectiveness and realism. Immersing students in a virtual environment that’s a familiar setting, ...