As business leaders gear up to improve their company's performance, many look for a "silver bullet" to give them an edge. However, the answer they seek is not some imponderable mystery. The answer is ...

T-Mobile is launching Team of Experts, aiming to oust bad customer service experiences and replace it with a dedicated team of people that are easier to contact. Announced at an event today, the news ...

We've all been there: endless hold times, unresolved issues and wondering if anyone actually wants to help. The good news? Customer service experts say simple strategies can transform those ...

Savannah Downtown Business Association got a look into decades of customer service success Wednesday as subject expert Leonardo Inghilleri addressed its monthly luncheon. “Culture is at the core of ...

With many department stores struggling, companies are trying new tactics. Macy’s is the latest to test self-checkouts for shoppers. A national customer service expert who is in Sioux Falls this ...

To reinvent how businesses approach customer care, T-Mobile is going old school — by connecting its customers with humans instead of robots. At a press event in Charleston, South Carolina, T-Mobile’s ...

The money language pit The “How are you?” ping pong game The Tricky use of humor in customer service. As a customer service consultant and training designer, one thing I help my client companies to do ...