Great customer service skills represent the practices, methodologies and techniques that employees use to better engage and interact with customers. Employees with these skills enable a company to ...

For a business to successfully function, it is important for the employees to possess interpersonal and customer service skills. These two skill areas are important parts of overall business ...

Anyone who has had a customer support e-mail query orphaned by a vendor or who has been forced to abandon a shopping cart midsession knows that online customer service has a long way to go. E-commerce ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer service is not a department. It’s a philosophy to ...

Every extra click, repeated detail or delay in routing isn’t just friction—it’s a signal that a business hasn’t designed its ...

— his 35 years in fixed ops, Bob Cawley has heard his share of advice. He has been told about new gadgets, the latest and greatest processes and bold "out-of-the-box thinking." To it all, Cawley says, ...

Many passengers will happily attest that too many airline employees act as if they’re members of a security force, rather than representatives of a brand that’s supposed to make customers feel good.