When artificial intelligence (AI) first entered the customer service landscape, organizations viewed the technology primarily as a way to reduce head count, automate routine inquiries, and minimize ...

Building a successful service business takes more than technical skills. It requires a clear vision, strong communication, consistent customer care, and a long-term commitment to quality. For plumbing ...

Design thinking begins with empathy. Walk in the footsteps of the people you serve and make their experience the organizing ...

There is a classic Saturday Night Live sketch where Roseanne Barr "helps" a customer by saying exactly what every representative is actually thinking. I’ve even seen that sketch used as a training ...

Laura Goldwyn, the director of global food and beverage marketing at the luxury hotel chain Mandarin Oriental, kicked off our ...

“We are all brothers and sisters. We have to take care of each other.” Ismael Ahmed did not treat those words as a slogan. He treated them as a responsibility. They were his moral compass, and he ...

The customer is most certainly not always right, but they sure think they are. One Nissan technician watched a simple request turn into an expensive lesson when a determined buyer demanded a ...

USA TODAY and Plant-A Insight Group have partnered to identify financial services companies with the best customer service. The list honors the top 500 companies in the sector. Managing finances can ...

Let me begin with a downer. My dad died in December. While it made for a sad holiday season, it wasn’t unexpected. He was 84, but still mobile, lucid, and happily independent right to the end. He ...