A study of more than 8,000 consumers showed that 74 percent of customers use at least three channels when interacting with customer service.

Good customer service experiences have the key characteristics in common: they communicate, offer choices, and follow up to ensure that needs and are met.

When did delivering good customer service become so uncool? Good customer service is focused on solutions to problems, not reasons why problems happened.

Nearly every city has a hotel, and chances are you are overlooking the important customer experience role that hotel jobs have to offer.

The customer service bill of rights should guarantee a number of personal customer freedoms and reserves certain powers to the customer public.

It’s always wiser to learn from others’ customer service mistakes and not your own. If you don’t watch, you’re bound to fall.