Store policies exist to ensure fairness for both customers and staff. This man encountered a customer who wanted to return a faulty phone. Their store policy was a 7-day exchange or refund. It had ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

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Japanese telecommunications giant SoftBank recently announced that it has been developing "emotion-canceling" technology powered by AI that will alter the voices of angry customers to sound calmer ...

AI has been helping CX agents in many ways. Now it promises to help them relieve some of the stress of dealing with angry customers. Softbank Group’s telecom arm developed an AI tool which softens the ...

PARMA, Ohio (WJW) — Cellphones were recording when a worker at an Ohio Chipotle was attacked by an angry customer Tuesday night. Police say that customer, Rosemary Lynn Hayne, 39, of Parma, has since ...

The goal of the customer service is to ensure customer satisfaction and to enhance customer loyalty. But despite the billions of dollars companies spend on customer service programs, our interactions ...

"Your service sucks! Can't you do anything right?" shouted Jeff, his voice laced with frustration. He had demanded to have a new water dispenser sent over to replace the one that had malfunctioned, ...

One of the toughest aspects of working in a call center is dealing with customers who, for whatever reason, refuse to behave in accordance with the fact that the representative on the other end of the ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...