We know many of your clients are experiencing high call volumes as a result of the ongoing COVID-19 situation. In order to provide them with some helpful information during this time, we have ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 6 years old. When you’re already ...

Customers today are passionate fans of properly designed self-service. In response, I've developed specific, reliable rules, based on customer experience design principles, customer service best ...

PHILADELPHIA — Steve Coscia, CSP at Coscia Communications Inc., has published an eBook entitled Customer Service Superiority. The eBook’s chapters feature customer service principles (Communication, ...

Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here’s a 10-point consultation that will help you do exactly that through improved customer survey ...

Efforts by health systems to provide care in the most appropriate, lowest cost setting coupled with advances in minimally invasive techniques have shifted many hospital cases to the outpatient setting ...

These short and wildly effective customer service improvement steps will set you well on your way toward becoming “the Ritz-Carlton of Industry X” or “the Zappos of Industry Y.” Opinions expressed by ...

Human resources departments in some companies have developed an unfortunate reputation as unfriendly, unhelpful or condescending toward employees or applicants in need of assistance. To overcome this ...

There’s a quiet revolution underway: “old school” values are re-emerging in our fast-paced, technology-driven world. This isn’t about longing for the past, but about rediscovering customer service ...

One of the disciplines that is not taught in dental school and rarely taught in dental continuing education is customer service. Almost every dentist would agree that customer service is important, if ...