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 ...

Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

For example, if you need to work with new hires, the trainer can spend time on customer service basics. Training for more experienced agents can focus on developing specific techniques, like ...

Forty years of waiting tables taught Kathy Fisher a few things about customer service: Pay attention to the customer, stay ...

Think about how you feel as a customer when you enter a business looking for products or services, only to have an employee(s) treat you as an inconvenience. They may end up helping you, but clearly, ...