How to Design a Customer Service System. Businesses that provide after-sale support for their products--and after-sale maintenance of their customer base to encourage repeat sales--need a method ...

(© greenbutterfly - Shutterstock) In 2019, a pre-pandemic article by McKinsey, called the Coming evolution of field operations, outlined four essential trends that would shape the field service ...

5. Give your customer service employees input into the design of their work. It’s hard work providing customer service. It’s deadening and inhumane work if every single aspect of providing ...

what it means to deliver great customer service today. Yan is 1 of more than 10,000 Uber drivers that have cropped up in the past few years in Manhattan- a city once dominated by yellow cabs.

Alan Brunacini’s “Essentials of Fire Department Customer Service,” featuring the fictional Mrs. Smith, is just as pertinent now as it was in 1996. It should be in every station’s library.

Customer satisfaction is at its lowest point in the past two decades. Companies must focus on 10 areas of the customer experience to improve satisfaction without sacrificing revenue. The authors ...

A compelling CX demands b alancing customer empathy with technology to avoid falling into the trap of what we call “engineered insincerity,” or using automation to simulate interest in who you ...

Nonetheless, basic customer satisfaction is one of the underpinnings of an exceptional customer relationship. And it can reliably be achieved based on four essential elements.