If you need to call the IRS, be prepared for a long wait—or to not get through at all. I know people at the IRS who were told before the shutdown that the Level of Service (LOS) was set at less than ...

Where do you stand in terms of customer service? And how do you rise to the top? Here’s how to prepare for sustainable bottom-line results. When you’ve only reached the middle rung of customer service ...

A service-level agreement (SLA) defines the level of service expected from a vendor, laying out metrics by which service is measured, as well as remedies should service levels not be achieved. It is a ...

According to Wikipedia, a Service Level Agreement, or SLA, is “a commitment between a service provider and a customer. Particular aspects of the service — quality, availability, certifications, ...

When it comes to cost savings, discounts and credits for poor service most people operate on a “more is better” principle. Is this really the best approach for service-level agreement credits? Most ...

There are many forms of customer service. Depending on your type of business and what you sell, customer support/service can range from a very hands-on, human-to-human approach to a completely ...

Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their customer service processes. Getting customer service right is something that I've always ...