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 ...

Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Instead of taking an all-or-nothing approach to deploying ...

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” ...

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 ...