Which is more important: To be right or happy? Let's change that to customer service. Is it more important to be right or retain a customer? Sure, there are limitations. There are customers who either ...

Consumers whose complaints are handled well by a company become loyal customers and spread positive word-of-mouth. Yet too many companies fail at complaint handling and then fail again in responding ...

Customer complaints come in all forms and happen to every business under the sun. Dealing with a customer complaint takes a great deal of tact, and ignoring it can wreak havoc on your entire business ...

Consumers whose complaints are handled well by a company become loyal customers and spread positive word-of-mouth. Yet too many companies fail at complaint handling and then fail again in responding ...

The customer may always right, but that doesn't mean all customers are easy to deal with. Anyone who's ever worked in customer service can tell you, customers can be downright unruly. Still, if you ...

Customer service isn't just about being courteous to your customers – it's a vital element of business operations that can impact your bottom line and affect how your company is viewed in the public ...

At the recent Zendesk Relate 2025 conference, I spent some time with the company’s EMEA CTO, Matthias Goehler, to better understand AI’s effects on customer service and what it means for both ...