To kick off Customer Service Week 2016 (which starts Monday), let me pose a question that may sound like a no-brainer: Does practice make perfect in customer service? The answer, surprisingly, is "not ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. The beginning and the end of a customer's experience with your ...

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 ...

Levin Group has a simple philosophy: "Wow" every patient! The goal is for every patient to leave the office and literally say "Wow!" at the time of their departure. The customer service system needs ...

Organizations are placing increased emphasis on identifying individuals with customer service orientation. In the present investigation we test whether interpersonal skills, as measured through ...