Welcome to CSM - the magazine & community for customer service professionals

Surprise customers with your awesomeness and they will surprise you by spreading the word about your business..


A friendly smile and a pleasant manner are not the only things needed to give great customer service..


Learn how everyone in your organization can get to understand the goals of the overall customer experience..


The customer's problem may not be our fault, but it is still our problem to solve..


Finding a way to make it happen always results in excellent customer service..


Find out how bending the rules is sometimes necessary to provide excellent customer service..


What if your internal customers had a choice about doing business with you? Would they?..


How to avoid the pitfalls when developing and implementing your customer experience strategy..


How to ensure you offer the kind of excellent service that your customers truly deserve..


Employee empowerment is defined as allowing employees to make fast decisions—on the spot—in favor of the customer..


Here are some ways to handle the most difficult clients..


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