A customer service goal is a target that enables your company to measure its progress toward a long-term objective of achieving the highest level of customer satisfaction. You can use customer service ...

What is internal customer service–what’s a good, workable definition? As a customer service trainer and keynote speaker on internal customer service, let me share how I define this “what”–and, more ...

"You shop at discount stores for low prices, not for individual customer service," says Maqbool Dada, a professor at the Krannert School of Management. "But if you're shopping at Nordstrom Inc., you ...

(This is Part 2 of a two-part article on Principle before Policy–the new rules for customer service.) As we mentioned in our previous column, corporate principles are more important for retaining ...

There are a number of reasons that companies fail at customer service. As I read dozens of articles each week, numerous books on the topic throughout the year, as well as conduct some of my own ...

ST. LOUIS — There are a number of reasons why companies fail at customer service. As I read dozens of articles and numerous books on the topic throughout the year, as well as conduct some of my own ...