Are you getting four-letter words from customers? No, not expletives. Rather, these four-letter words are short, nondescript answers like "fine," "good" and "okay" when you ask your customers about ...

If there's one word that stabs me in the ears and makes me don my Customer Service Avenger tights and cape, it's "can't." It's a filthy word that should be avoided at all costs. I had a series of ...

There’s a straightforward rule of customer service–never make your customer feel like an idiot. This might seem obvious, but if you’re not careful, it’s pretty easy to send this message ...

Jill Haney is the owner of Cincinnati-based JH Image Consulting and is certified with the London Image Institute. I have been receiving a number of requests to provide customer-service training lately ...

The next time you make a complaint to your cellphone or cable company, don't get personal. The next time you make a complaint to your cellphone or cable company, don't get personal. New research, ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. You’ll never successfully calm an upset customer without the ...

When speaking with managers in the customer service industry, this comment is often repeated – “I just wish I could get my people to show more empathy towards to the customer.” Empathy – The big E ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. I offer it in gentle contrast to the great car dealer and ...

Customer service is a critical component for any business. And every company has a different strategy for providing the best service to their clients. For this week's Hot Topics feature, we asked ...

When it comes to customer service and support, most companies appear to have the following strategy: Get customers to use the website directly for support. Goal employees on handling service calls as ...

Customer centric, which is not a new phrase, seems to be experiencing a recent surge in popularity. To me, it seemed like an odd term at first, because you can’t make a sale without a customer. The ...