We've all been there: endless hold times, unresolved issues and wondering if anyone actually wants to help. The good news?

The fintech market is continuously expanding, which inevitably leads to growing competition. Over the years of working in this domain, I have observed changing standards and requirements in how ...

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 ...

Your worst moments will become your greatest opportunities for building true customer loyalty.

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 ...

We celebrate Customer Service Week and CX Day in the first week of October. Customer service is a term neatly nested within a more robust category known as customer experience (CX). Many other factors ...

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 ...

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 ...

“If your retention is poor, then nothing else matters.” This statement by Brian Balfour should be front and center in the management discussions of every subscription-based business. Recurring revenue ...