There is one area in particular where my recommendations have evolved over time, and that’s language. Today’s customers prefer what could be called an authentic style of customer service. In other ...

In today's Asking Eric column, R. Eric Thomas shares a reader's advice about how to best deal with customer service ...

The degree of assistance and courtesy granted those who patronize a business Excellent customer service is more than what you say or do for your customers. It also means giving customers a chance to ...

More and more, emojis are being used in customer service communications. Companies can learn a lot from consumer emoji usage by analyzing the underlying sentiment. As customer service has moved at a ...

NPR's Juana Summers speaks with former customer service executive Amas Tenumah, author of Waiting for Service, on recent surveys showing Americans' dissatisfaction at record highs. American ...