Welcome to CSM - the magazine & community for customer service professionals

Some important principles for achieving customer service excellence..

Going against the grain of customer service training, how about we train our customer?

By changing a few words, you can turn a bad customer experience into a great one...

When things do go wrong it’s how you recover and delight the customer that truly sets you apart from other companies..

When things do go wrong it’s how you recover and delight the customer that truly sets you apart from other companies..

Put yourself in your customer’s shoes on a regular basis and learn about you and your company from their perspective..

Errol Allen looks at three ways to ensure a seamless customer experience..

It's not hard to give great customer service. You simply have to be aware and make it a priority. Follow these 10 tips to stellar customer service..

By using surveys with both quantitative and qualitative responses you will get a complete picture as to the true state of the customer experience..

Robert Killory examines the pitfalls of customer empowerment..

Here are 7 ways to keep your customers happy and turn them into your best advocates..

It takes excellent customer service and more for a small company to compete in today’s world of big box stores..

In the increasingly digitized consumer and business world, personal communications count for a lot..

Richard McCrossan, Strategic Business Director at Genesys looks at how customer service managers can take six steps to truly understanding digital customers ..

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