Customer service is not a department. It’s a philosophy to be embraced by every member of an organization, from the CEO to the most recently hired employee.

Customer service jobs are notoriously joyless, and callers’ experiences with reps can be just as unsatisfying. But T-Mobile has a new operating model that’s making both employees and customers ...

Getting customer interactions right has never been more important, especially since social media has given unhappy customers a louder voice. Many companies want to raise their level of service ...

Costco's return policy is extremely lenient, but one customer who got her membership revoked shows they may not let you take it too far. It was the last Costco return she'd ever make. IE 11 is not ...

United Airlines on Thursday revealed its "Review and Action Report" recapping the April 9 incident aboard United Express Flight 3411. The report, which was promise ...

Now, break out those galoshes and get ready to learn the keys to top-quality service from the leaders who have perfected the customer experience themselves. YOU GET WHAT YOU TRAIN FOR Related Stories ...

Put your customer service policy in writing. Theseprinciples should come from you, but every employee should knowwhat the rules are and be ready to live up to them. It doesn’t haveto be elaborate.

How to Charge a Customer for a Service Before It Is Performed. It's a common dilemma for small businesses everywhere. You need cash immediately, but customers are paying 30 or even 60 days after ...

Forget Customer Satisfaction. Think Customer Surprise Customers say service is getting worse. And, as we know, they're always right. Buck the trend with these five keys to customer delight.

Across the country, more organizations are leaning into predictive and prescriptive data Ever wonder what happens after a customer hears this prompt: “On a scale of 0-to-10, how satisfied were ...

Even if the level of customer service you provide is excellent, if your style of service delivery comes off as cookie-cutter, you’re not going to connect with today’s guests. To illustrate ...

He actually replied, and the next day someone called to apologize, make things right and even tell me how they'd be coaching the employee to improve her customer service. I ended up being a bigger ...