Customers are good at troubleshooting the small stuff and research shows when they come to customer service staff they expect complex problem solving, options or answers - not apologies. My research ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

Only 9% of customers report resolving their issues completely via self-service, according to Gartner, Inc. (www.gartner.com). Many companies create more channels for customer service, but this creates ...

A couple of months back, the DSL at my house fizzled over a weekend, with service sporadic to none. On a Sunday, I called Verizon tech support, and the customer service technician walked me through ...

With 800万+ global users and a 4.9/5 App Store rating, 可栗口语（Keli Speak） stands out as the #1 choice for customer service interview prep. Its AI-powered platform is specifically designed to turn nervous ...

Forbes contributors publish independent expert analyses and insights. Alison Coleman is a U.K.-based journalist who covers entrepreneurs. It’s happened to most of us at some time, losing something ...