Long waits navigating a never-ending sea of voicemail prompts, frustration trying to find help with web forums, and repeated emails to customer support that never seem to go anywhere. Of all the ...

Customer Service: It's Everybody's Job—Managing and Providing Exceptional Customer Service is a workshop designed to help all employees recognize and take responsibility for serving internal and ...

Customer service has always been considered one of the most important aspects of a successful company. This isn’t always the most exciting department to perfect for business owners, however, so ...

Customer relationship management consultants provide independent advice on solutions for managing customer service and customer relationships. Their aim is to help clients improve customer ...

The research explores the question of how personalized customer service profiles influence customer behavior compared to standardized profiles.

Walt Disney once said about movies, "Do what you do so well that they will want to see it again and bring their friends." The famed animator's quote can also be applied to customer service. If a ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

You may know the feeling: You're talking on a cell phone when your call gets dropped. You've been disconnected. You're frustrated. You may even think of switching to another wireless service provider.

This past holiday season led one of my team members into her first predicament of customer service versus client management. When was it okay for her to be a “yes” person, and when was it better for ...

I recently bought a laptop from one of the leading consumer PC vendors. It was not the best experience of my life. From the moment I placed the order online to the moment I sent it back, it’s been a ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

All people may be created equal, but the same can’t be said for customers. Everyone knows that some customers are more profitable than others. Conversely, some are downright unprofitable. Knowing ...