If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. Janet Heller noticed it when she broke her arm and could no longer drive ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

In the age of competitive marketplaces, great customer service has risen to being one of the most important aspects of any business. An exceptional customer service experience is a key factor in ...

David Pogue is a six-time Emmy winner for his stories on "CBS Sunday Morning," where he's been a correspondent since 2002. Pogue hosts the CBS News podcast "Unsung Science." He's also a New York Times ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

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 ...

NPR's Juana Summers speaks with former customer service executive Amas Tenumah, author of Waiting for Service, on recent surveys showing Americans' dissatisfaction at record highs. American ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

According to the Institute of Customer Service (UKCSI), satisfaction with customer service is at its lowest in nearly a decade. Sectors like utilities, transport, insurance, and service have all seen ...

Japan has become world-famous for its incredibly polished customer service, which isn’t something you’ll find only at premium-priced hotels and leisure resorts. Just about any shop or restaurant you ...

Dear Editor, I am writing to draw attention to a customer service breakdown at Jamaica Public Service (JPS) that should alarm ...