Once they reach school, don’t young people start to think of themselves as students as opposed to customers? Yes and no. As the so-called customer service revolution has reached across the private and ...

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 ...

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 ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

In business, getting people in the door is a key to success. But an even bigger challenge you'll face is to keep customers coming back. A buyer who makes one purchase is likely an impulse buy or a buy ...

After asking his satellite company to change his TV service from wired to wireless, Scott M. Broetzmann spent months trying to get the job done. First, technicians failed to show up for scheduled ...