Reaching out to customer service can be frustrating, especially after long hold times or a messed-up order. But the person answering your call isn’t the one who caused the issue—they’re the one trying ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

As a 20-year residential HVAC business owner, my ongoing challenge has been maintaining happy and consistent customer service representatives (CSRs). Despite competitive wages, improved benefits, and ...

WTF?! Across the United States, consumers are confronting a new kind of obstacle when seeking help from companies and government agencies: a maze of automated systems, endless wait times, and ...

Forbes contributors publish independent expert analyses and insights. Jack Kelly covers career growth, job market and workplace trends. Customer service workers have a challenging and mostly thankless ...

Forward-looking: Most people dread calling customer service numbers because it usually means navigating a menu of automated options and then waiting on hold while listening to elevator music, ...

In hindsight I’ll say: I always thought going crazy would be more exciting—roaming the street in a bathrobe, shouting at fruit. Instead I spent a weary season of my life saying representative.

Robert Grunfeld, who had a ticket on a United Airlines flight from Newark to Tel Aviv, says a representative offered to rebook him on a flight to Israel if the airline canceled his flight. United then ...