With nearly two decades of retail management and project management experience, Brett Day can simplify complex traditional and Agile project management philosophies and methodologies and can explain ...

HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share o ...

Customer service isn't just about being courteous to your customers – it's a vital element of business operations that can impact your bottom line and affect how your company is viewed in the public ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Customer service has traditionally been viewed through a simple lens: as a cost center that handles problems, manages risk and keeps customers from escalating complaints. Finance teams measure ...

The business case for investing in customer service today is stronger than ever. Far from being just a cost to control, exceptional service now plays a pivotal role in shaping loyalty, driving revenue ...

After asking his satellite company to change his TV service from wired to wireless, Scott M. Broetzmann spent months trying to get the job done. First, technicians failed to show up for scheduled ...

Where do you stand in terms of customer service? And how do you rise to the top? Here’s how to prepare for sustainable bottom-line results. When you’ve only reached the middle rung of customer service ...

In business, something worth doing well is worth documenting. That is why you want to fully communicate all aspects of what customer service means to your business, your employees and your customers.

The pandemic threw customer service into the spotlight, even as the industry faced challenges alongside the rest of the world. But as the pandemic starts to subside and the dust starts to settle, ...

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