Small-business owners get plenty of wake-up calls. They come with the territory. One of the most jarring can come in the form of a question from a customer or supplier who observes that all businesses ...

Great customer service skills represent the practices, methodologies and techniques that employees use to better engage and interact with customers. Employees with these skills enable a company to ...

I am a firm believer that the customer is the lifeblood of every business, and as such, they are a powerful force to deal with. I also wonder, if the previous statement is true, why don't these ...

Getting Back To Customer Service Basics In A Digitally Connected Era For as long as retail has existed, so has customer service. One would argue that the two go hand-in-hand, and that a retailer ...

Anyone who has had a customer support e-mail query orphaned by a vendor or who has been forced to abandon a shopping cart midsession knows that online customer service has a long way to go. E-commerce ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer service is not a department. It’s a philosophy to ...