When should companies use AI in customer service, and when should customers talk to a human? Shep Hyken explores AI, empathy, ...

I'm not buying today.When a customer says that to you, what do you say back?Reading about knowledge and actually saying it on ...

It may be uncomfortable to admit that the issue isn’t effort. Companies have spent decades reorganizing around the customer: ...

An angry customer does not equal customer harassment. I believe that is a common understanding in many customer service ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. Janet Heller noticed it when she broke her arm and could no longer drive ...

The term “customer service” encompasses a variety of techniques used by businesses to ensure the satisfaction of a customer, from friendly and attentive staff to prompt response when confronted with ...

The ability to effectively handle customer complaints and problems is vital for your customer service associates. Though providing outstanding service throughout the selling process is beneficial, ...

Working in the customer service industry is not for the faint of heart, mostly due to the customers themselves. The worst of the bunch are customers who have never worked in the service industry ...

Earlier this month, Uber cut about 10 percent of its customer support team as part of a broader effort to “simplify operations, strengthen in-person collaboration, and continue to embrace AI,” a ...

Understanding the basics is essential for success in any field, and that includes customer service. Good customer service can make or break a business. In order to ensure your associates remember and ...