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 ...

The Internet has fundamentally transformed the way businesses interact with clients and potential customers, allowing companies to process huge amounts of information in shorter periods of time and ...

When a customer service representative answers the phone, the customer should be able to hear a smile in the representative's voice. The service associate gives her name, thanks the customer for ...

The difference between good and great is often determined by what you do to push yourself a little further than you thought possible. For home service business owners, being able to take your CSRs ...

Dealing with sometimes demanding, sometimes ornery, sometimes outright hostile customers may be the biggest challenge any retail employee must face. Retail places all employees in a veritable public ...

It seems like a law: to have to talk about “Customer Service” we have to mention the famous “Disney Experience”. We all come to mind the smiling team, the warmth of the attention, the patience, the ...

Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...

When your days are spent writing code for a new application with an aggressive deadline, you barely have time to step outside for coffee. It’s not like you don’t love what you do: You love the ...