Customers are good at troubleshooting the small stuff and research shows when they come to customer service staff they expect complex problem solving, options or answers - not apologies. My research ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

Just about everyone has a story about a customer service experience. Some were so spectacularly good or bad that they take on a life of their own as they are repeated by many people with no connection ...

Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

The ability to effectively handle customer complaints and problems is vital for your customer service associates. Though providing outstanding service throughout the selling process is beneficial, ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

A couple of months back, the DSL at my house fizzled over a weekend, with service sporadic to none. On a Sunday, I called Verizon tech support, and the customer service technician walked me through ...

Despite investing heavily in customer service technologies, companies are still having trouble using data and analytics to improve customer satisfaction. In recent years, companies have invested ...

The goal of customer service is to transform an unhappy customer into a customer who feels thrilled about how well they were taken care of. Opinions expressed by Entrepreneur contributors are their ...

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