If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Customer service problems in the U.S. have hit unprecedented levels, and Americans have become increasingly aggressive in their efforts to address those issues, according to new data. But experts say ...

Customer service has traditionally been viewed through a simple lens: as a cost center that handles problems, manages risk and keeps customers from escalating complaints. Finance teams measure ...

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

NPR's Juana Summers speaks with former customer service executive Amas Tenumah, author of Waiting for Service, on recent surveys showing Americans' dissatisfaction at record highs. American ...

The pandemic threw customer service into the spotlight, even as the industry faced challenges alongside the rest of the world. But as the pandemic starts to subside and the dust starts to settle, ...

Where do you stand in terms of customer service? And how do you rise to the top? Here’s how to prepare for sustainable bottom-line results. When you’ve only reached the middle rung of customer service ...

"Your service sucks! Can't you do anything right?" shouted Jeff, his voice laced with frustration. He had demanded to have a new water dispenser sent over to replace the one that had malfunctioned, ...

The business case for investing in customer service today is stronger than ever. Far from being just a cost to control, exceptional service now plays a pivotal role in shaping loyalty, driving revenue ...