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 ...

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

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 ...

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 ...

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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 ...

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 ...

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 ...

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 ...