Being a customer service consultant, keynote speaker, author, and whatnot, I find that people approach me with questions about customer service at the unlikeliest times. The other morning, some guy ...

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 ...

I hear a lot of great customer service questions in the course of the day. Here are two particularly interesting ones that have come up recently. Let me know yours. Q: I’m having trouble even finding ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...