I’ve never heard someone say, “I’m hoping for a bad customer service experience.” On the contrary, people want and expect a good service experience. We know what good service looks like. We like the ...

No product or brand can fulfill the needs and expectations of every person every time. Companies that try to please the masses usually underwhelm their true target audience and gain little in the ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Gary Chervitz is a friend and faithful subscriber to The ...

In customer service, your ability to connect, solve problems, and remain calm under pressure is everything. But before you ever pick up a phone or greet a customer, there's one key interaction you ...