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 ...

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 ...

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 ...

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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Dealing with a mobile carrier’s customer service is among most people’s least favorite activities. First you navigate your way through an automated phone tree, responding to a robo-voice that often ...