Dear Eric: This is in response to “Need Help,” who encountered trouble understanding customer service reps.

Maria Rivera, customer service associate at customer service firm Horatio, navigates such conversations with customers as part of her job and says the way someone approaches interactions with a ...

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Every time I'm about to call a customer service line – dread washes over me. I know I'll fold as soon as a customer representative says they can't help me, and I feel like I've lost before even trying ...

Timmia McIlwaine began working as a customer service representative for a major airline 11 years ago, and she remembers often going nearly a month without handling a single angry call. That was before ...

I recently worked a shift in our company’s customer service operation. With the help of two very patient colleagues, I processed tickets and toggled among four different software tools (the actual ...

Customer service representatives working at a call center wearing facemasks and using headsets during the Covid-19 pandemic. The supply chain crisis has created a ripple effect of other crisis ...

A compassionate customer experience can stay with you forever—just like these real-life examples shared by our employees. We’ve all missed important moments during the pandemic. For me, it was the ...

As one of the world's largest retailers, Amazon typically has customer support available 24/7.Getty Amazon is one of the world's largest retailers, which means it has perfected the process of quickly ...