Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...

Businesses risk losing trust, sales and customer loyalty when they rely primarily on AI for customer service. When customers ...

As a leader whose company serves other businesses, sometimes you find yourself in a tricky situation when trying to make a sale or close a deal. Your current or prospective customer doesn’t want to ...

"Your service sucks! Can't you do anything right?" shouted Jeff, his voice laced with frustration. He had demanded to have a new water dispenser sent over to replace the one that had malfunctioned, ...

You're frantically trying to resolve an issue with a recent online purchase. It's late, you're frustrated, and you need help now. You reach out to customer service, dreading the thought of navigating ...

As generative AI becomes more firmly entangled with each step in the customer journey, and we get more data on how customers feel about that, a new theme has emerged among vendors and analysts: the ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...