The goal of the customer service is to ensure customer satisfaction and to enhance customer loyalty. But despite the billions of dollars companies spend on customer service programs, our interactions ...

Dealing with angry customers — whether face-to-face at a resort or through heated emails and social media posts — can be one of the most intimidating parts of hospitality and customer service. Yet, it ...

If you go to a restaurant and the waiter asks, “How’s it going?” do you respond with your life story, or do you respond with a polite, “fine” or something along those lines? In today’s story, one ...

Japanese telecommunications giant SoftBank recently announced that it has been developing "emotion-canceling" technology powered by AI that will alter the voices of angry customers to sound calmer ...

Japan's SoftBank is testing AI technology that can make the lives of call center workers easier by adding a "softer" tone to angry calls.

There's still a widespread belief that humans have an edge over AI-powered chatbots when it comes to one of the most important challenges that businesses face: connecting with customers on an ...

As consumers turn to a wider array of channels for help and expect faster responses, it has become more challenging to provide customer service. Research shows that customer service that shows empathy ...

An angry McDonald's customer was shot by an employee inside the store during an altercation after they were denied service in the drive-thru. An angry McDonald's customer was shot by an employee ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...