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 ...

As AI becomes more integrated into everyday business, service businesses win by using technology to support human connection, not replace it.

It’s a shame that customer service doesn’t always get the respect and attention it deserves because it’s among the most important ingredients in any business’s success. There’s no better marketing ...

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 ...

Your customer service goal should be to never say a blunt “no.” Instead, make every effort to arrive at a “yes” for each customer interaction. In the realm of customer service, a knee-jerk “no” ...

There is a classic Saturday Night Live sketch where Roseanne Barr "helps" a customer by saying exactly what every representative is actually thinking. I’ve even seen that sketch used as a training ...

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