To kick off Customer Service Week 2016 (which starts Monday), let me pose a question that may sound like a no-brainer: Does practice make perfect in customer service? The answer, surprisingly, is "not ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

(MoneyWatch) Do you think your customer service is more on point than ever? That the cutting-edge technology you've put in place has brought your customer game to a new level? That your self-help ...

In his new book “Total Customer Experience,” Bob Hayes discusses the role that strategy, governance, business integration, method, reporting, and research play in helping companies establish ...

I was in the middle of one of those customer service “chats” yesterday when I violated one of my deeply held personal rules. I am moving to a new place, and I had a very simple question: Does my ...

Most practices have good customer service, but good is no longer good enough. To stand out in today's crowded dental field, you need to provide great customer service. Patients are always at risk for ...

The notion of going above and beyond customer needs is so entrenched in organizations that managers rarely question it. But delighting your customers may be a waste of time and energy. In fact, most ...