We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

Learn a foolproof framework for service recovery and how to work with angry, upset, or disappointed customers.

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. Janet Heller noticed it when she broke her arm and could no longer drive ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

Customer service problems in the U.S. have hit unprecedented levels, and Americans have become increasingly aggressive in their efforts to address those issues, according to new data. But experts say ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

How a business handles customer service interactions increasingly defines its online reputation, yet, according to our recent survey that gives a list of the best and worst customer service brands, ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...

NPR's Juana Summers speaks with former customer service executive Amas Tenumah, author of Waiting for Service, on recent surveys showing Americans' dissatisfaction at record highs. American ...