Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...

Newsflash: ecommerce is on the rise, even if there has been a bit of a pullback lately, and the peak of the holiday season is now upon us. As the activity ramps up, so does the demand for high-quality ...

Before you can have loyal customers, you first must get them to come back. And then get them to come back again – and again. Loyalty doesn’t happen on the first interaction, and probably not the ...

To improve retention rates, it is important to go beyond initial standard customer service by proactively building strong relationships. Here are five tips to get started. Customer service is defined ...

The money language pit The “How are you?” ping pong game The Tricky use of humor in customer service. As a customer service consultant and training designer, one thing I help my client companies to do ...

Opinions expressed by Entrepreneur contributors are their own. Talking on the telephone with customers is a pretty unflashy form of customer service interaction. And as a customer service consultant, ...

Dealing with sometimes demanding, sometimes ornery, sometimes outright hostile customers may be the biggest challenge any retail employee must face. Retail places all employees in a veritable public ...