Good customer service teams can help maintain healthy customer relationships and build back any trust that may have been lost due to a poor experience. Conversely, a bad support team can have the ...

The money language pit The “How are you?” ping pong game The Tricky use of humor in customer service. As a customer service consultant and training designer, one thing I help my client companies to do ...

Customer service technology is a critical software priority for 2021, according to a recent survey of global software decision-makers from Forrester Analytics. But the pandemic has shed light on the ...

According to a recent Wall Street Journal article, 74% of customers say they have experienced a product or service problem in the past year. That is up from 66% in 2020. This is one of the issues ...

Newsflash: ecommerce is on the rise, even if there has been a bit of a pullback lately, and the peak of the holiday season is now upon us. As the activity ramps up, so does the demand for high-quality ...

We all expect to be treated with respect, courtesy and a degree of empathy. In most cases, this is what we receive from call center representatives and others who we contact for help. But what about ...

The COVID-19 pandemic demonstrated the importance of digital-first customer service, yet challenges remain for many companies in successfully operating with such a strategy, Forrester Research notes ...

To improve retention rates, it is important to go beyond initial standard customer service by proactively building strong relationships. Here are five tips to get started. Customer service is defined ...

Social media is an excellent place to give your community management a boost. Long gone are the days when your social channels were little ‘bonuses’ for your digital marketing strategy; these days, ...

Marcel Proust said, “The real voyage of discovery consists not in seeking new landscapes, but in having new eyes.” I would modify that quote for our purposes and say, “Exceptional customer service ...

Restaurant, retail and airline employees continue to face unruly customers over COVID-19 precautions. A customer service expert explains how to defuse situations before they get out of hand. Some ...