About Us

For over 40 years, the Customer Service Group has provided practical news, information and training to customer service professionals at every level within the organization. These include:

• Tools for frontline training and motivation. Through the print newsletter, The Customer Commuincator; a wide range of training booklets; gifts, rewards and motivational materials; and the Frontline Spotlight Award, the Customer Service Group provides the tools and information managers need to train and motivate their frontline staff.

Central to this work is the development of the nationally recognized event, Customer Service Week. The leading reward and recognition program in the industry, Customer Service Week is now celebrated in over two dozen countries. The event boasts its own dedicated website and e-newsletter, which may be found at CSWeek.com.

• Tools for management excellence. Through the print publication, Customer Service Newsletter, books and reports, and the annual Salary and Key Performance Indicators Survey, the Customer Service Group brings service and support management the tools to increase customer satisfaction, loyalty and retention; find, hire, train and retain the best frontline reps; benchmark salaries, incentive and performance metrics; and more.

• Tools for healthcare providers. Many hospitals, medical practices and clinics have found that an effective way to set themselves apart and attract and retain patients is through superior service. The Customer Service Group’s Healthcare Division provides the tools to train and motivate clinical and office staff to provide the level of service that patients demand.

The Customer Service Group was founded as the Customer Service Institute by Warren Blanding. Mr. Blanding was also a founding member of the International Customer Service Association (ICSA) and was a frequent speaker at its early conferences and seminars as well as author of the landmark publication Customer Service Operations: The Complete Guide.