Megan Jones of Call Centre Helper recently interviewed me about the “Pillars of Customer Service.” In preparation, I did a Google search and asked, “What are the pillars of customer service?” There ...

Don’t blow a fuse. It should go without saying that customer service agents are often put in some harrowing situations. The primary purpose of their role is conflict resolution; a customer has an ...

One of the biggest signs that customer service in the banking industry is moving from getting lip service to getting top-management attention may be the 80,000 interviews Wachovia Corp. conducts with ...

Employing and developing a workforce that is hyper-focused on both customer service and diversity is no longer a luxury in today's climate; it's a necessity to be successful. There are four types of ...

What are the most important factors in providing excellent customer service? If you’re a business owner, this is a question you should be asking yourself. Customer satisfaction directly affects your ...

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 ...