Welcome to CSM - the magazine & community for customer service professionals
It's time to brush up on your problem solving skills by answering some difficult customer service questions..
Find out the difference between satisfied
customers and highly satisfied
customers and the impact on your business..
Ellen Goodwright outlines the key actions Customer Service Managers must take to ensure success in their role..
In this hi-tech age, we tend to forget that the humble letter has an important role in ensuring good service..
Failing to meet your customer's expectations means gaps exist in your processes. Here are some ways to fill these gaps..
When you create experiences that customers truly enjoy and remember—they will reward you for it..
Can brands really afford to nix their loyalty card programs? Dr. Gary Edwards provides his top 4 customer loyalty tips for retailers..
If you work in a customer facing role such as hotel front desk or retail store, it's inevitable that from time to time you will encounter an angry customer. The burning question is how to react? At the very least you should be prepared..
To ensure customer service becomes a driving force in your organization, you need to develop a plan. Here are 8 steps to help you..
Bryan K Williams shares his experiences flying with two airlines and how they both missed golden opportunities to earn his loyalty..
Rescuing the customer experience doesn’t demand a great deal of heavy-lifting; it just requires strategic integration..