As a customer service consultant, I rarely run across a company that doesn't claim that it "strives to provide superior customer service," or other words to that effect. (The exceptions are incredibly ...

Research has shown that the cost of acquiring a new customer is five times greater than the cost of retaining a current customer. Despite this, 44 percent of companies put their resources primarily ...

Based on the best practices of the greatest customer-centric organizations in the world (Ritz-Carlton, Nordstrom, Starbucks, Zappos, and others), I instruct my consulting clients to respond to every ...

Opinions expressed by Entrepreneur contributors are their own. I spend all my working days as a customer service consultant and transformation expert, helping companies large and small improve and ...

Instead of pointing out what to do to improve your customer service (my usual mode of operations as a customer service consultant), today I’m going to point out the actions and mindsets that, if ...

While a ton of advice exists on how companies can provide outstanding service, few talk about why it doesn’t happen. That’s according to customer-service consultant and author Jeff Toister. In his ...

From time to time, I run into company leaders who’ll fawn all over paying customers, then turn around and treat employees (the people who serve those customers, day in and day out) like pond scum. Not ...

The telephone is often the easiest way for your customers to reach your business if they have a problem or just need information. This amplifies the need to deliver strong customer service over the ...

The secret to a loyal customer base is no secret at all: Great customer service will bring them back every time. Here’s what you need to know. Whether it’s a bored demeanor, a dismissive look or just ...