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 ...

Is there anything more frustrating than calling a customer service line, being bounced around from robot to human and back again, and having to explain your issue every time someone new is on the line ...

Forbes contributors publish independent expert analyses and insights. Dan Gingiss covers current events that impact customers and employees. One of the only predictable things about social media is ...

Imagine the perfect customer service scenario – the kind of seamless and flawless interaction that every insurance company dreams of. The employee dealing with the customer would be in the driving ...

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 ...

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