Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...

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 ...

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 ...

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 ...

As a business owner, you know that providing excellent customer service is one of the most important things you can do to ensure your company's success. With utility companies, for instance, it is no ...

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

1. The best customer service is no customer service. The best experience for the customer happens when they never have to ask for help at all. “You have to be willing to fundamentally improve the ...

It’s impossible to read any medical practice blog or journal without hearing that “patient engagement” is on everyone’s minds. The more patient engagement you foster, the happier your patients and ...

Dealing with sometimes demanding, sometimes ornery, sometimes outright hostile customers may be the biggest challenge any retail employee must face. Retail places all employees in a veritable public ...