Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Halloween is the perfect time to talk about your nightmare ...

It all started simply enough. I dialed my son’s phone number, something I’d done hundreds if not thousands of times before. But instead of connecting, I got an automated message, “Customer not in ...

CONSUMER REPORTS - Almost everyone has had to deal with customer service—to question a bill, request repairs, or return merchandise. And as the Consumer Reports National Research Center discovered, ...

Ask Bonnie Friedman about her worst customer service experience, and she'll tell you about the time she checked in for a flight from Venice to Frankfurt. Our readers love to travel. If you've been on ...