Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

When training employees, remember that good customer service is not just about resolving problems. It's ensuring that every interaction with customers gives the message that you are ready, willing, ...

We’ve talked a lot about the “inside” of my Inside-Out Framework approach to developing a strong positive company culture, focusing on the first-line customers, the employees. Zack Oates, CEO and ...

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...

Shoppers are often busy and stressed, and a retailer that turns the holiday rush into a smooth, enjoyable experience can earn ...

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

Blow away the competition by using customer service and customer experience to make your company stand out, and to build true customer engagement and loyalty — while inspiring your employees as well.

Maria Rivera, customer service associate at customer service firm Horatio, navigates such conversations with customers as part of her job and says the way someone approaches interactions with a ...

Every single day, one sees or hears of one small business or another closing its doors, not for a period, but for good. And ...

Customer service nightmares have become a daily occurrence instead of an occasional one. Between rude workers and incorrect orders, most people wonder what the reason for the madness is — at least, ...