In today’s competitive marketplace, the quality of customer service can make or break a business. It's not just about solving problems—it's about how those problems are addressed. A good customer ...

Is there anything more frustrating than calling a customer service line, being bounced around from robot to human and back again, and having to explain your issue every time someone new is on the line ...

Forbes contributors publish independent expert analyses and insights. Dan Gingiss covers news impacting your customers and employees. One of the only predictable things about social media is that it’s ...

For companies that rely on excellent customer service to drive revenue, profit and customer loyalty, effective training techniques are integral. A customer service policy and formal service standards ...

When did you last get to speak to a human customer service agent at the first ring? Whether it is your bank, travel agency, hospital or appliance company, you are subjected to automated voices, or ...

Empathy can be developed by referring employees to books, classes, and seminars—but for an empathic attitude to really stick, it has to be embraced company-wide, especially in the service organization ...

Salesforce is jumping into the AI agent world with a new service that builds on the company's Einstein platform for AI. The new Einstein Service Agent is a generative AI-powered self-service ...

When preparing for a job interview, particularly for a position involving customer service or support, it's crucial to understand that excellent customer service is both situational and contextual.

Dealing with a mobile carrier’s customer service is among most people’s least favorite activities. First you navigate your way through an automated phone tree, responding to a robo-voice that often ...