Customer service can be an up-and-down kind of job. One customer situation may make a representative feel like she has accomplished a lot for the company and the customer, and then the next call can ...

When a customer service representative answers the phone, the customer should be able to hear a smile in the representative's voice. The service associate gives her name, thanks the customer for ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. It’s late at night after a long day at the office—are you ...

In the rapidly evolving retail landscape, where e-commerce and digital experiences dominate discussions, the importance of brick-and-mortar stores remains undeniable. A significant portion of shopper ...

I recently bought a shower/tub combo from Home Depot for a rental property. While I wanted it delivered, that would take four weeks, so I said I would come back later in the week to pick it up. The ...

“Thank you for calling,” says a recorded voice that answers the customer service line. Already I’m off to a terrible start. The only time I want to hear a recorded voice is when Taylor Swift drops a ...