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 ...

I am a firm believer that the customer is the lifeblood of every business, and as such, they are a powerful force to deal with. I also wonder, if the previous statement is true, why don't these ...

Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

For example, if you need to work with new hires, the trainer can spend time on customer service basics. Training for more experienced agents can focus on developing specific techniques, like ...

Responsible customer service departments establish methods and techniques for gracefully handing language barriers to provide superior customer service. Language barriers may be based on speaking ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Apr 18, 2021, 06:03pm EDT Oct 01, 2021, 12:30pm EDT This ...

Think about how you feel as a customer when you enter a business looking for products or services, only to have an employee(s) treat you as an inconvenience. They may end up helping you, but clearly, ...