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 ...

A good customer service department sets out to create a positive experience for the customer each time. The customer may not always get the results he was looking for, but a good customer service ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

Have a question about a product? Need help with an order? Trying to find an item in your local store? Where do you turn? Customer service. Regardless of the reason or the channel you choose, one thing ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. That’s the question we asked more than 1,000 consumers ...

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