We know many of your clients are experiencing high call volumes as a result of the ongoing COVID-19 situation. In order to provide them with some helpful information during this time, we have ...

After losing the fourth major deal in a row to a rival, the CEO of a technology solutions company turned to his team leaders to ask what was going wrong. The sales team doesn’t have the right ...

Principles of customer service are nice, but you need to put those principles into action with everything you do and say. There are certain "magic words" that customers wants to hear from you and your ...

When you're a leader, it’s easy to say that you value great customer service. But how do you get this message to actually stick with your employees, to the point that they actually translate it into ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 6 years old. When you’re already ...

Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here’s a 10-point consultation that will help you do exactly that through improved customer survey ...

Imagine being treated as well at your doctor’s office as you are at your favorite restaurant. That’s how healthcare should be, and that’s where it’s going. When compared to that of the restaurant ...

In business, getting people in the door is a key to success. But an even bigger challenge you'll face is to keep customers coming back. A buyer who makes one purchase is likely an impulse buy or a buy ...