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've all been there: endless hold times, unresolved issues and wondering if anyone actually wants to help. The good news? Customer service experts say simple strategies can transform those ...

Just in time for Black Friday, Cyber Monday and the gift-giving holidays, I want to share with you my favorite business books from 40-plus that I read this year. While I typically stay in the customer ...

As business leaders gear up to improve their company's performance, many look for a "silver bullet" to give them an edge. However, the answer they seek is not some imponderable mystery. The answer is ...

Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here’s a 10-point consultation that will help you do exactly that through improved customer survey ...

There are many forms of customer service. Depending on your type of business and what you sell, customer support/service can range from a very hands-on, human-to-human approach to a completely ...

Exceptional customer service doesn’t happen by accident — it’s the result of intentional decisions that prioritize listening, empathy and responsiveness at every level of a business. When done right, ...

Delivering seamless digital interactions across every touchpoint is more critical than ever in today’s travel landscape, especially during major travel disruptions. Using AI tools behind the scenes ...

Like just about every other aspect of business, the COVID-19 pandemic drove customer service to digital channels as well. But now, as businesses reopen and workers return to offices, experts expect ...

How do you think the pandemic changes customer service in clinical trials? Not in terms of customer experience principles; however, I think there are certain components of those principles now that I ...