A friendly smile and a pleasant demeanor are not in and of themselves the essence of great customer service.

By utilizing customer experience mapping, everyone in your organization will understand the goals for the overall customer experience.

The customer’s problem may not be our fault, but it is still our problem to solve.

Finding a way to make it happen always results in excellent customer service.

Find out how bending the rules is sometimes necessary to provide excellent customer service.

What if your internal customers had a choice about doing business with you? Would they?

How to avoid the pitfalls when developing and implementing your customer experience strategy.

Here are some key ingredients for successfully managing the customer experience.

Top tips to help you provide the kind of excellent service that your customers truly deserve.

Can you step up to the mark and become your customer’s hero?

Dealing with irate customers is one of the most pressure-packed experiences you will encounter at work. Here are some ways to handle the most difficult clients.

A new study highlights the contrasting responses of consumers in the US and UK.

Employee empowerment is defined as allowing employees to make fast decisions—on the spot—in favor of the customer.

It’s a business no-brainer that happy employees make happy customers. But how do you get happy employees that deliver the best possible customer service?

The LAAF model is an effective, easy-to-follow, step-by-step approach to dealing with customer complaints.

As anyone who has worked in customer service can tell you, a customer service job can be highly stressful. If this stress gets out of hand it can have many negative effects.

A customer should receive the same level of service no matter who is the individual service provider.

Is really most of the money and time companies spend on training wasted?