BOS Shares How They’ve Adapted During COVID-19

CILCSA Corporate Member, BOS, Adapts CX Approach During Covid 19 to Serve Customers and Keep Employees Safe A few weeks ago, CILCSA conducted a member survey.  Results from the survey suggested we share real life examples of how our members have adapted their customer...

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...

Tailgate Party of the Year!

Tons of people turned out for a fun-filled tailgate party at the Route 66 Drive In.  Tailgates were transformed into on-site parties complete with decorations, grills, food and beverages as CILCSA members brought their family and friends to the Route 66 Drive In to...

Slides from Servicetopia by Jason Young

Want to review all the great information you learned at Servicetopia by Jason Young?  Here are the slides from the May 9, 2019, presentation:   Handouts-Servicetopia Slides

Servicetopia by Jason Young

On May 9, 2019, Jason Young presented Servicetopia to CILCSA members.  The event was held at the President Abraham Lincoln Library.  Young helped us imagine an environment where all employees are aligned with the mission and vision of the company and every day they go...