Reaching out to customer service can be frustrating, especially after long hold times or a messed-up order. But the person answering your call isn’t the one who caused the issue—they’re the one trying ...

As a 20-year residential HVAC business owner, my ongoing challenge has been maintaining happy and consistent customer service representatives (CSRs). Despite competitive wages, improved benefits, and ...

According to a survey by customer service expert Shep Hyken, 58% of customers will pay more for better customer service. For this reason, an inbound customer care representative may be a company's ...

A 47-year-old customer-service representative for Southwest Airlines says it's been a challenge. They've worked there since 2008 and the airline pays them $30 an hour. They said they've dealt with ...

Love it or hate it, so-called generative artificial intelligence has proved its ability to make at least one type of worker more productive on the job. Using the enhanced AI boosted the productivity ...

Forbes contributors publish independent expert analyses and insights. Jack Kelly covers career growth, job market and workplace trends. Customer service workers have a challenging and mostly thankless ...

Deanna Dahlheimer, who spent 27 years in medicine, makes the case for recruiting customer-facing candidates from outside the ...