It’s the infuriating phrase that makes every customer cringe. A refrain that’s become a standard part of most every 800-line call greeting, with similar language posted on websites for chat-based ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

Nobody likes having to call customer service. From wading through endless menu options to screaming “representative!” into the phone repeatedly to spending the entire afternoon on hold, there are many ...

Customer service is notoriously aggravating. The incessant drone of on-hold music and the peppy request of a robot to "state your problem" will make most customers' blood boil. The good news is that ...

Opinions expressed by Entrepreneur contributors are their own. If repeat business is your goal, good customer service is essential. According to a recent survey, one bad customer service call will ...

In this episode of CMSWire TV's Beyond the Call, CMSWire Editor-in-Chief Dom Nicastro sits down with Amy Sessions, utility customer service division manager for the City of Clearwater, Fla. Amy shares ...

Forbes contributors publish independent expert analyses and insights. I write about finance, philanthropy and changing consumer habits. Mar 30, 2019, 04:12pm EDT Mar 30, 2019, 04:12pm EDT This article ...

Who owns customer service recordings? According to Comcast, they do, I don’t. The specific issue that raised this question for me has been resolved, but the general principle remains: When I, the ...

When you shop through retailer links on our site, we may earn affiliate commissions. 100% of the fees we collect are used to support our nonprofit mission. Learn more. Bob Solomon was counting the ...

Practitioners and pundits alike have long debated which metric is best for assessing the performance of a service organization. Is the silver bullet customer satisfaction, net promoter score, customer ...