The study examined more than 100 interactions and found that when airline staff were effusive in their apologies it actually diminished their ability to be efficient problem solvers. Mark ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

Just about everyone has a story about a customer service experience. Some were so spectacularly good or bad that they take on a life of their own as they are repeated by many people with no connection ...

Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

The future of customer service will be measured in the number of calls eliminated by predictive and prescriptive diagnostics. Gone are the days when your calls are routed to unqualified personnel ...

The days of routine query handling in the call center are coming to an end. The next step is to operate the call center as a problem solving unit using network judgment techniques. Some years ago when ...

To drive growth, companies should transform customer support from reactive to predictive and proactive. Using foresight, ethical data and strategic alignment can turn customer experience into a key ...

A couple of months back, the DSL at my house fizzled over a weekend, with service sporadic to none. On a Sunday, I called Verizon tech support, and the customer service technician walked me through ...

Despite investing heavily in customer service technologies, companies are still having trouble using data and analytics to improve customer satisfaction. In recent years, companies have invested ...

The relationship between some airlines and their passengers has been seriously damaged this year. While the United dragging incident is an extreme example of customer service gone terribly wrong, it’s ...

Loretta Gromo wanted to do something special to celebrate her wedding anniversary, so she decided to book a Royal Caribbean cruise to mark 25 years of marriage to her husband, Bob. After 34 years as ...

Golden 1 Credit Union (Golden 1) is proud to announce it has been named to USA Today's America's Best Customer Service in ...