In customer service training circles, there’s a belief that you can't train for empathy. In other words, the empathy required by a customer-facing employee is a fixed personality trait, something that ...

Sometimes people in the healthcare industry over think issues. It's all done with the best intentions, but a simple concept such as patient satisfaction can be made to appear as complex as ICD-10. Set ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. In the past month, I’ve been asked to write about the ROI on ...

Some Midland health workers need "customer care training", senior leaders were told. The comment came as the board at Shrewsbury and Telford NHS Trust heard 112 complaints were made in June, alongside ...