As a business owner, you know that providing excellent customer service is one of the most important things you can do to ensure your company's success. With utility companies, for instance, it is no ...

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 ...

Good customer service teams can help maintain healthy customer relationships and build back any trust that may have been lost due to a poor experience. Conversely, a bad support team can have the ...

Newsflash: ecommerce is on the rise, even if there has been a bit of a pullback lately, and the peak of the holiday season is now upon us. As the activity ramps up, so does the demand for high-quality ...

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

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 ...

While speaking with a good friend Steve recently, he shared how frustrating it is to reach a human being for help with your needs at giant retailer Amazon. Sometimes it's just a question about an ...

Amazon's help page has enough information to answer your questions about the service. However, you may need to contact an Amazon representative to resolve problems with your new Amazon Echo Dot ...

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 ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...