Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Store policies exist to ensure fairness for both customers and staff. This man encountered a customer who wanted to return a faulty phone. Their store policy was a 7-day exchange or refund. It had ...

The goal of the customer service is to ensure customer satisfaction and to enhance customer loyalty. But despite the billions of dollars companies spend on customer service programs, our interactions ...

"Your service sucks! Can't you do anything right?" shouted Jeff, his voice laced with frustration. He had demanded to have a new water dispenser sent over to replace the one that had malfunctioned, ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Japanese telecommunications giant SoftBank recently announced that it has been developing "emotion-canceling" technology powered by AI that will alter the voices of angry customers to sound calmer ...