Disruption Is a Perfect Time to Reset Your Service Levels

by Laurie Guest We have never seen anything like this: a total disruption of our world. This pandemic has impacted our daily lives from small things like gathering with friends to the huge alterations to our livelihood and financial stability as a country. After more...

Laurie Guest: The Ten Cent Decision

For nearly three decades, Laurie Guest has shared her practical point of view on customer service and staff development with audiences and companies across the country, blending real-life examples and proven action steps for improvement.  Springfield’s CILCSA...

Panel of Experts – “What Keeps You Up at Night?”

A huge thank you goes out to Jim Britton, Chris Butler and Mike Pence for serving as the Panel of Experts for the CILCSA Educational event held on November 19, 2019, at Illini Country Club in Springfield.  The discussion, titled “What Keeps You Up at...