To kick off Customer Service Week 2016 (which starts Monday), let me pose a question that may sound like a no-brainer: Does practice make perfect in customer service? The answer, surprisingly, is "not ...

CenterPoint Energy earned a 2025 Global Recognition Award for its INSPIRE program, highlighting the company’s leadership ...

What exactly is customer service-specific empathy? And how do you go about training employees in it (if, in fact it can be trained for) and deploying its power at your company? Let me back up. If you ...

During its busiest year on record, Birmingham Airport has invested in an enhanced customer experience training programme to ...

There’s a disconnect between what businesses know about delivering exceptional customer service and what they actually achieve. In a February 2014 report, Forrester Research noted that companies are ...