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 ...

A customer service interaction can often be a make-or-break opportunity for a company. Initiated usually because of a failure to meet expectations elsewhere in the customer journey, customer service ...

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 ...

• Pradeep (Paddy) Rathinam, the Chief Customer Officer at Freshworks, where he leads the customer support, customer success, and customer implementation acquisition of Rathinam’s prior company, ...

Q: I know when I'm on the receiving end of good customer service it makes it easier for me to do my job. In this business where you serve and protect your customers, customer service takes on ...

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 ...

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 ...

Is your customer service stellar most of the time, until it falls apart when confronted with an angry, upset, or disappointed customer? If so, it’s because you don’t have an effective service recovery ...