It took 37 minutes for Leila to get someone on the phone. When she finally did, the agent’s voice was bright and professional: “Hi, thank you for your patience. I understand how frustrating this must ...

Mention customer service and most people conjure up an image of “that place you call when you have a problem.” For decades, that’s exactly what customer service has been for most companies—a function ...

Forbes contributors publish independent expert analyses and insights. I write about jobs, careers, board service and the workplace. Much has been written about customer service through the years, but ...

In the recent event "How Delivering Against Consumer Core Values Will Help Drive Business Growth," experts share how to understand and tap into customer values. Demographics don't tell the whole story ...

In the fall of 2020, University Libraries introduced a new customer service training program to all its faculty, staff and student employees. This online program is aimed at orienting and training ...

Micah Solomon is perhaps one of the best-known customer service turnaround experts anywhere (candidly, he’s also the only one I’ve met). He’s who you call when your company’s relationship with ...

Broadband customers have reported year-on-year improvements in customer service, value for money and service speeds, according to a survey of almost 20,000 consumers by Uswitch.com, the comparison and ...