Employees who deal directly with customers are a company's public face. Their behavior and actions directly impact the image of a company and shape how the public sees a business. To make sure you are ...

In my last blog, I mentioned all the ways that a B2B customer (another business) is different than a B2C customer (an end consumer): they tend to be more insightful, more rational in their ...

Editor's Note: The following is a guest post from Linda Deeken, chief marketing officer, and Chris Fosdick, principal, at The Cambridge Group. To get to the heart of customer demand and unlock new ...

What’s the No. 1 thing you look for in a new customer service hire? Is it personality? Communication skills? Ability to troubleshoot? If you haven’t thought about it before, 2013 research from Zendesk ...

The important thing to remember when interviewing candidates for a customer service position is that customer service is very much situationally and contextually driven. Take, for example, the popular ...