Companies should realize that delivering a great product is not all that matters to customers. Good customer service can ensure customer loyalty. Without repeat customers, revenues are lost to the ...

On October 23, the Federal Communications Commission (FCC or Commission) issued a Notice of Inquiry (NOI) focused on customer service across a wide array of communications companies, expressly ...

The Federal Communications Commission launched a formal review of the current customer service practices of cable, phone and broadband providers Wednesday. The probe, which was approved with a 3-2 ...

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 ...

One of the most important programs at Amazon.com, when I was the worldwide vice president of Customer Service, was “Flipping the Turtle.” I loved this program. I was excited to find it in place when I ...

Your customer service goal should be to never say a blunt “no.” Instead, make every effort to arrive at a “yes” for each customer interaction. In the realm of customer service, a knee-jerk “no” ...

Companies might think they have their customer service department all figured out, but many continue to face challenges, such as a slew of backlogged customer tickets or high spikes in inquiries.

Earlier this month, Uber cut about 10 percent of its customer support team as part of a broader effort to “simplify operations, strengthen in-person collaboration, and continue to embrace AI,” a ...