People often assume that customer service performs a “support” function in a business, not a “sales” function. But every time customers are on the phone with your customer service people, this is an ...

Timmia McIlwaine began working as a customer service representative for a major airline 11 years ago, and she remembers often going nearly a month without handling a single angry call. That was before ...

SCOTTSDALE, ARIZ. — Consultant Gary Oetker outlined the 10 steps to a perfect service call Feb. 23-24 during Quality Service Contractors' Power Meeting XXVI here. "The perfect service call is all ...

A call center, or contact center, is an office that handles calls, emails, chat or other contact methods to help customers. Learn how they work. Customer service hub. The call center is often used as ...

Comcast apologizes for employee who refused to take no for an answer. — -- Whatever happened to the old saying, "the customer is always right"? Comcast issued an apology today after one of its ...

When a customer service call is described as "Kafkaesque" and "hellish," you pretty much know how it's going to go down before even taking a listen. But in case you haven't heard the condescending, ...

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 ...

Thanks to a trio of pandemic-era shake-ups -- job vacancies, work-from-home, and chattier callers -- customer-service wait times are soaring in the US. The average length of a service call rose by ...