To kick off Customer Service Week 2016 (which starts Monday), let me pose a question that may sound like a no-brainer: Does practice make perfect in customer service? The answer, surprisingly, is "not ...

As I recently wrote, “The answer is yes! – Now what's your question?” is an attitude central to any great customer service organization and culture. It’s crucial that leadership stress this principle, ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

Forced to put your life on hold while you're stuck on hold? It's all too familiar and we know it drives you crazy. Last year and the year before we did an experiment to see how long it took some of ...

Organizations are placing increased emphasis on identifying individuals with customer service orientation. In the present investigation we test whether interpersonal skills, as measured through ...