Often times when I go to the Taco Bell in Ithaca, I usually enjoy having a couple of laughs with the person taking my order. That’s all it takes. If we can have a genuine 20 second conversation, ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

Customer sentiment is the emotional tone or attitude expressed by customers toward a brand, product or service. Understanding this can give companies a significant advantage in shaping business ...

Tapping into natural language understanding (NLU) technology as part of an overall approach to managing customer relations improves the experience that businesses provide to their customers. In a 2020 ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

Emotional intelligence, or EQ, as it is often referred to, is your most critical element (yet likely your most overlooked) when delivering truly competitive customer service in your industry. I cannot ...

In the ever-evolving landscape of technology and customer service, artificial intelligence (AI) offers businesses opportunities to enhance the way they interact with their customers. The debate around ...

By J. N. Halm In the world of customer service, feedback is the breakfast of champions. Managers across industries regularly provide feedback to their employees, hoping to shape behaviour, improve ...

Emotion is the driving force in today’s buying process, and sparking the right emotions can attract new leads to your business. Customers tend to make choices based on their feelings toward a product ...

Dear Eric: This is in response to “Need Help”, who encountered trouble understanding customer service reps. I worked in a call center, international department until my retirement. Because every phone ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...