To kick off Customer Service Week 2016 (which starts Monday), let me pose a question that may sound like a no-brainer: Does practice make perfect in customer service? The answer, surprisingly, is "not ...

Most practices have good customer service, but good is no longer good enough. To stand out in today's crowded dental field, you need to provide great customer service. Patients are always at risk for ...

Building an effective customer experience practice is clearly important. But doing so requires a holistic approach. Forrester analyst Maxie Schmidt recently noted that for certain industries, ...

A central principle of the marketing field is that companies should be working hard to satisfy customer wants and needs. As such, it is often taken for granted that in the modern day “marketing era” ...

In a growing business, the myriad daily tasks of getting whatever a company produces “out the door” can be all-consuming. Lots of energy is typically focused on cash flow management, finding and ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

Poor customer service can have a big effect on a business’s ability to succeed. And while a smile and a helpful attitude can go a long way toward creating a positive experience for a customer, they ...