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 ...

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 ...

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 ...

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 ...

The ability to effectively handle customer complaints and problems is vital for your customer service associates. Though providing outstanding service throughout the selling process is beneficial, ...

Research from Kim.cc reveals consumers support AI for simple tasks, but overwhelmingly need human involvement for more ...

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 ...

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 ...

STAMFORD, Conn.--(BUSINESS WIRE)-- Only 9% of customers report resolving their issues completely via self-service, according to Gartner, Inc. Many companies create more channels for customer service, ...

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 ...