When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

Broadcast Electronics has hired Jon Foreman as customer service engineer for the company’s digital studio line. He comes to BE after a 20-year career in radio studio engineering, having most recently ...

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here’s how to make this ultimate level of customer service happen, again and again. Anticipatory ...

The standard level of customer service at most modern companies is reactive. Reactive service isn't the worst thing in the world (it’s a lot better than negative service), but it’s not an effective ...