We've all been there: endless hold times, unresolved issues and wondering if anyone actually wants to help. The good news? Customer service experts say simple strategies can transform those ...

Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

Your worst moments will become your greatest opportunities for building true customer loyalty.

For example, if you need to work with new hires, the trainer can spend time on customer service basics. Training for more experienced agents can focus on developing specific techniques, like ...

Responsible customer service departments establish methods and techniques for gracefully handing language barriers to provide superior customer service. Language barriers may be based on speaking ...