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 ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Your customer service goal should be to never say a blunt “no.” Instead, make every effort to arrive at a “yes” for each customer interaction. In the realm of customer service, a knee-jerk “no” ...

As somebody whose profession revolves around scientifically studying how and why people are persuaded, I'm often asked if there are any persuasion tactics that are guaranteed to get people to say "yes ...

Where do you stand in terms of customer service? And how do you rise to the top? Here’s how to prepare for sustainable bottom-line results. When you’ve only reached the middle rung of customer service ...

I may be angry (and have every right to be), but I always take a deep breath before I get on the call so I can come in calm. I remember that the customer service rep isn't the person who created the ...

Once they reach school, don’t young people start to think of themselves as students as opposed to customers? Yes and no. As the so-called customer service revolution has reached across the private and ...