The goal of the customer service is to ensure customer satisfaction and to enhance customer loyalty. But despite the billions of dollars companies spend on customer service programs, our interactions ...

Dealing with angry customers — whether face-to-face at a resort or through heated emails and social media posts — can be one of the most intimidating parts of hospitality and customer service. Yet, it ...

Good customer service seems like common sense for businesses. But how valuable is it really? John Mitchell is President of Applied Marketing Science, a market research and consulting firm focusing on ...

Japanese telecommunications giant SoftBank recently announced that it has been developing "emotion-canceling" technology powered by AI that will alter the voices of angry customers to sound calmer ...

If you go to a restaurant and the waiter asks, “How’s it going?” do you respond with your life story, or do you respond with a polite, “fine” or something along those lines? In today’s story, one ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

As a librarian, I am no stranger to The Angry Customer. Anyone who has worked in any customer service position knows that formidable enemy very well. I have endured yelling, the threat of physical ...

As consumers turn to a wider array of channels for help and expect faster responses, it has become more challenging to provide customer service. Research shows that customer service that shows empathy ...