As a customer service consultant, I rarely run across a company that doesn't claim that it "strives to provide superior customer service," or other words to that effect. (The exceptions are incredibly ...

Based on the best practices of the greatest customer-centric organizations in the world (Ritz-Carlton, Nordstrom, Starbucks, Zappos, and others), I instruct my consulting clients to respond to every ...

Opinions expressed by Entrepreneur contributors are their own. I spend all my working days as a customer service consultant and transformation expert, helping companies large and small improve and ...

It feels like I get asked between 1.5 and 3,000,000 questions about customer service every month. I certainly don’t mind; it’s my favorite subject, bar none. Sometimes these questions come up in my ...

According to professional speaker, consultant and founder of Cause Matters Corp Michele Payn-Knoper, building rapport with customers is critical to showing them "you're sincerely interested in a ...

The money language pit The “How are you?” ping pong game The Tricky use of humor in customer service. As a customer service consultant and training designer, one thing I help my client companies to do ...

The telephone is often the easiest way for your customers to reach your business if they have a problem or just need information. This amplifies the need to deliver strong customer service over the ...

Customer service in travel is at an all-time low. The Department of Transportation received a record number of complaints last year. You can manage bad service by questioning your loyalties, ...