Lots of companies have corporate policies. A great many, however, lack corporate principles. Most companies and their employees have no idea what customers want, much less how to deliver what they ...

We know many of your clients are experiencing high call volumes as a result of the ongoing COVID-19 situation. In order to provide them with some helpful information during this time, we have ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 6 years old. When you’re already ...

PHILADELPHIA — Steve Coscia, CSP at Coscia Communications Inc., has published an eBook entitled Customer Service Superiority. The eBook’s chapters feature customer service principles (Communication, ...

An old business mantra says that "the customer is the king." I don't think the customer is the king. My belief is that a balanced and fair working relationship where no one is the king, and both ...

Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here’s a 10-point consultation that will help you do exactly that through improved customer survey ...

Efforts by health systems to provide care in the most appropriate, lowest cost setting coupled with advances in minimally invasive techniques have shifted many hospital cases to the outpatient setting ...

One of the disciplines that is not taught in dental school and rarely taught in dental continuing education is customer service. Almost every dentist would agree that customer service is important, if ...

There’s a quiet revolution underway: “old school” values are re-emerging in our fast-paced, technology-driven world. This isn’t about longing for the past, but about rediscovering customer service ...