In today’s competitive marketplace, the quality of customer service can make or break a business. It's not just about solving problems—it's about how those problems are addressed. A good customer ...

Chances are that if your organization is involved in social customer engagement that it can be grouped into one of four scenarios. But what are these scenarios and what exactly do they mean? We tried ...

Forbes contributors publish independent expert analyses and insights. Dan Gingiss covers news impacting your customers and employees. One of the only predictable things about social media is that it’s ...

When did you last get to speak to a human customer service agent at the first ring? Whether it is your bank, travel agency, hospital or appliance company, you are subjected to automated voices, or ...

Empathy can be developed by referring employees to books, classes, and seminars—but for an empathic attitude to really stick, it has to be embraced company-wide, especially in the service organization ...

Artificial intelligence has gone mainstream. The term is now regularly appended to all manner of tools and technologies, even when it’s unclear exactly what role AI plays in delivering desired ...

When preparing for a job interview, particularly for a position involving customer service or support, it's crucial to understand that excellent customer service is both situational and contextual.