I have a favorite customer service anecdote that I’ve been using in most of my workshops for many years. Some may even say that I need a new story! However, the reason I stick with this story is ...

Recently, I was reading a Salesforce white paper on the customer service expectations of millennials and Gen Z. The data mentioned how "67% of millennials have to re-explain their information while ...

It’s a shame that customer service doesn’t always get the respect and attention it deserves because it’s among the most important ingredients in any business’s success. There’s no better marketing ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

It's a shame that customer service doesn't always get the respect and attention it deserves because it's among the most important ingredients in any business's success. There's no better marketing ...

Rare is the company today that does not claim to be “customer-centric”. Anyone unfortunate enough to have sought assistance or redress from big business may quibble. Many interactions with customer ...

Customer service is the new competitive battleground. Businesses often rely on promotions, discounts and low prices to attract and retain customers. However, where low prices and promotions once ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

WITH WHAT TO WATCH FOR TONIGHT. TROUBLES, TRACKING FRAUD, UNANSWERED CALLS AND FRUSTRATED CALIFORNIANS TODAY, FOR THE FIRST TIME, WE’RE GETTING ANSWERS ABOUT WHAT HAPPENED WITH THAT MIDDLE CLASS TAX ...

Comcast seems to be following through on promises made by its CEO Neil Smit to make fixing its customer service woes a priority for 2015. "The way we interact with our customers -- on the phone, ...

Your customer service goal should be to never say a blunt “no.” Instead, make every effort to arrive at a “yes” for each customer interaction. In the realm of customer service, a knee-jerk “no” ...