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 ...

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 ...

It seems like a law: to have to talk about “Customer Service” we have to mention the famous “Disney Experience”. We all come to mind the smiling team, the warmth of the attention, the patience, 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 ...

We all expect to be treated with respect, courtesy and a degree of empathy. In most cases, this is what we receive from call center representatives and others who we contact for help. But what about ...

We celebrate Customer Service Week and CX Day in the first week of October. Customer service is a term neatly nested within a more robust category known as customer experience (CX). Many other factors ...

To improve retention rates, it is important to go beyond initial standard customer service by proactively building strong relationships. Here are five tips to get started. Customer service is defined ...

Whether you are a brick-and-mortar retailer or an online business, the holiday season is sure to bring a flurry of activity to your doorstep. This may be especially true this year, as experts like the ...

The COVID-19 pandemic demonstrated the importance of digital-first customer service, yet challenges remain for many companies in successfully operating with such a strategy, Forrester Research notes ...

Co-Founder and Advisor at FlexTeam and CXO at Liquid, an operating system for agile businesses starting with contracts and global payments. If you’re building a startup, you’re probably wondering how ...

Restaurant, retail and airline employees continue to face unruly customers over COVID-19 precautions. A customer service expert explains how to defuse situations before they get out of hand. Some ...