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 ...

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 ...

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 ...

No matter what industry you're in, few things are more important for your business's continued success than quality customer service. Improved customer service has been directly linked to better ...

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 ...

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 ...

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 ...

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 ...

Let's learn from the professionals, shall we? Not only are customer service reps trained to handle complaints and disgruntled people, but they're often given scripts written using insights into what's ...