Sherron A. Stevens, an 18-year old African American college student from Columbus, Ohio, has authored "Undercover Customer: 100 Ways To Fix Your Broken Customer Service." Sherron A. Stevens, an ...

When was the last time you felt pleased with a customer service experience? As Warren Buffet once said, we can’t just “satisfy” the customer; we have to learn to “delight” the customer. However, the ...

In order to achieve consistency in customer service, you need to set standards. These standards are guidelines that provide structure to important components of the customer interaction. One of the ...

Agencies increasingly rely on contact centers to communicate with the public via Web sites, e-mail messages, telephone calls and postal mail. A new report criticizes many of those centers for lacking ...