When you manage customers' questions and problems well, they reciprocate by coming back, spending more and becoming loyal to the brand. Is delivering good customer service worth the effort and expense ...

Customer service is not a department. It is a philosophy to be embraced by every employee – from the CEO to the most recently hired. I’ve been preaching this for years. Yet it still surprises me that ...

In the past month, I’ve been asked to write about the ROI on customer service training by three different publications. In one of the articles, I made a comment that resonated with many of the readers ...

Britain is in the grip of a customer service crisis with inexperienced young staff needing training to clear and wipe tables, answer the phone and hold a spontaneous conversation, MailOnline can ...