Small-business owners get plenty of wake-up calls. They come with the territory. One of the most jarring can come in the form of a question from a customer or supplier who observes that all businesses ...

From time to time, in my work as a customer service consultant, I run into company leaders who wake up on a random weekday morning, suddenly and unstoppably gung ho on improving customer service ...

Every company in the known universe wants to provide great customer service and deliver an attractive customer experience. But a lot can go wrong along the way to accomplishing these goals. Below I ...

Early weekday evening in a pub in central Manchester. A customer orders a meal at the bar and asks if they can substitute skinny fries for another dish’s thick-cut chips. The server refuses: the EPoS ...

When it comes to customer service, one of the most powerful tools to help support both businesses and patrons is the call center. According to recent US statistics, 90% of customers respond with a ...