Take the word “no” out of your vocabulary. Instead, we find a way to give them a “Yes, and….” The best customer service salespeople talk only 30% of the time because the other 70%, they spend ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. RetailWire, a daily online publication, asked me what three ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

According to a report by Forrester, firms that have been working on optimizing customer experience are more likely to generate higher revenue than those who put customer experience (CX) secondary.

A call center is a specialized facility that is used by organizations to handle customer interactions. All incoming and outgoing calls to customer support, telemarketing, and sales services are ...

Avoid overpromising. Trust is built by establishing realistic expectations and then overdelivering. Overdelivery doesn’t mean working for free or providing services at a significant loss. Small, ...

Customers today yearn for an authentic human connection with the brands they patronize, yet many companies still rely on mass marketing tactics and transaction-based engagement models that treat ...