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 ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. The beginning and the end of a customer's experience with your ...

Organizations are placing increased emphasis on identifying individuals with customer service orientation. In the present investigation we test whether interpersonal skills, as measured through ...