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 ...

The difference between good and great is often determined by what you do to push yourself a little further than you thought possible. For home service business owners, being able to take your CSRs ...

It seems like a law: to have to talk about “Customer Service” we have to mention the famous “Disney Experience”. We all come to mind the smiling team, the warmth of the attention, the patience, 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 ...

According to a recent Wall Street Journal article, 74% of customers say they have experienced a product or service problem in the past year. That is up from 66% in 2020. This is one of the issues ...

If you could create your own fantasy board of directors, who would be on it? CO— connects you with thought leaders from across the business spectrum and asks them to help solve your biggest business ...

Ho ho, hold the phones! As customer service leaders festoon and fortify their contact centers for the holiday surge, some (er, many!) retailers may be experiencing that “last-minute gift buyer” ...

When I’m training some of the top five-star hotels in the world in customer service recovery, I tell them that there are a few secrets to working with upset, unhappy, disappointed, or even flat-out ...

For those of us paying attention in the customer service space, there are new developments in artificial intelligence integrations every week. These developments promise to do everything your regular ...

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 ...