When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

Customer service isn't just about being courteous to your customers – it's a vital element of business operations that can impact your bottom line and affect how your company is viewed in the public ...

After asking his satellite company to change his TV service from wired to wireless, Scott M. Broetzmann spent months trying to get the job done. First, technicians failed to show up for scheduled ...

Broadcast Electronics has hired Jon Foreman as customer service engineer for the company’s digital studio line. He comes to BE after a 20-year career in radio studio engineering, having most recently ...

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The standard level of customer service at most modern companies is reactive. Reactive service isn't the worst thing in the world (it’s a lot better than negative service), but it’s not an effective ...

Customer service sets great businesses apart from the rest by ensuring buyer satisfaction. Happy customers are often repeat customers, requiring no additional cost-of-acquisition expenses. Keeping ...

Take the word “no” out of your vocabulary. Instead, we find a way to give them a “Yes, and….” The best customer service salespeople talk only 30% of the time because the other 70%, they spend ...