To kick off Customer Service Week 2016 (which starts Monday), let me pose a question that may sound like a no-brainer: Does practice make perfect in customer service? The answer, surprisingly, is "not ...

As I recently wrote, “The answer is yes! – Now what's your question?” is an attitude central to any great customer service organization and culture. It’s crucial that leadership stress this principle, ...

(MoneyWatch) Do you think your customer service is more on point than ever? That the cutting-edge technology you've put in place has brought your customer game to a new level? That your self-help ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

Most of the time, customer support inquiries are directed to live agents. Today, chatbots are reshaping the way companies interact with their customers especially under the new normal. A chatbot is a ...

I was in the middle of one of those customer service “chats” yesterday when I violated one of my deeply held personal rules. I am moving to a new place, and I had a very simple question: Does my ...