Before I take you through a 7-step process and tactics for dealing with difficult telephone calls, let’s explore your beliefs and intentions about customer complaints..

Anyone can be a leader when it comes to customer service. Give it a try – step up and set an example. It will be contagious, and others will follow your lead..

Customer contact center managers want to keep engagement costs down, which often means live agents spending as little time on the phone by deflecting as many customers as possible..

Sometimes customer service teams go far beyond the call of duty to delight their customers. One such team is the Guest Services team at the South Florida Science Center..

Despite a massive growth in job vacancies, the customer service industry faces reduced candidate choice.

Find out how your customers view the service they receive and you will be able to deliver that little bit extra..

MaritzCX has announced CXMasters™, an intensive career development event for customer experience (CX) professionals who want to expand and validate their skills, increase customer loyalty, and earn professional recognition. CXMasters will be held September 14-17, 2015 in Salt Lake City..

According to analysts, 89% of companies expect to compete mostly on the basis of customer experience by 2016, compared with only 36% five years ago…

As customers become increasingly mobile, equipped with smarter devices and, most importantly, higher customer service expectations, corporate America needs to address how best to service this new customer..

The Association of Convenience Stores (ACS) has launched new guidance for retailers on how to meet the needs of disabled customers in store..

Learn how to handle customer complaints the right way and turn a bad experience into one that will result in a long lasting customer relationship..

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore..

It’s amazing to see the contrasts of successful companies that dot our history to the newer companies of recent history up to today. Despite the contrasts, they all have one thing in common. They are relentlessly focused on customer service..

For a CEO to lose touch with what his customers want, need and feel is a surefire route to failure. Happily, establishing effective contact with customers is incredibly straightforward. Here’s how..

Multichannel support sounds good – instead of contacting a company on a business hours-only support line, customers have more choices. But is the multi-channel model effective in helping customers and the companies that serve them resolve issues more quickly?

This infographic from Zendesk walks through different channels and gives examples where companies can either do the right or wrong thing when it comes to providing excellent customer service..

Customer experience management experts from Google, AT&T, Jumeirah Group, du, Emirates Islamic Bank and more are due to meet at the 2nd Annual Customer Experience Management Middle East this September in Dubai.

By capturing, identifying, and managing complaints across the enterprise, organizations will increase customer satisfaction and mitigate regulatory risks.