A company's customer service department is often the first (and sometimes the only) personal contact a customer will have with a business. This point of contact establishes your business image in the ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. What’s in a name? Sometimes changing the vernacular within ...

A good customer service department sets out to create a positive experience for the customer each time. The customer may not always get the results he was looking for, but a good customer service ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...

Let’s face it: Every company receives customer complaints. But it’s how you handle these complaints that will set your business apart. That’s why it’s essential to ensure that your entire customer ...

2. Post public customer service responses. One of the best places to show off excellent customer service to prospective customers is in your public responses to reviews. By having your CS team ...

Preserving personalized customer service is crucial for growth. In-house, high-touch support can drive customer satisfaction and profitability, and help you outperform your competitors. Integrating ...

An organization that sees its customer service department as a cost center is ignoring a significant opportunity to increase customer loyalty and lifetime value. Customer service is now the primary ...

Question: How does a fire and emergency services organization create an effective customer care system that delights the community as well as the firefighters and officers? Answer: The basic building ...