A restaurant is a service business that thrives on the referrals of satisfied customers. Those customers are satisfied by what they perceive as good food, reasonable pricing and high levels of service ...

Sherron A. Stevens, an 18-year old African American college student from Columbus, Ohio, has authored "Undercover Customer: 100 Ways To Fix Your Broken Customer Service." Sherron A. Stevens, an ...

When was the last time you felt pleased with a customer service experience? As Warren Buffet once said, we can’t just “satisfy” the customer; we have to learn to “delight” the customer. However, the ...

Customer service excellence, for any sized business, is one of the most effective ways to build and sustain a competitive advantage. Yet when it comes to small business, there is, arguably, even more ...

When was the last time you sat on the phone with a customer service rep or stood in the middle of a store, hoping someone would help you out, knowing full well if no one responded gracefully, you’d be ...

Agencies increasingly rely on contact centers to communicate with the public via Web sites, e-mail messages, telephone calls and postal mail. A new report criticizes many of those centers for lacking ...