Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...

Opinions expressed by Entrepreneur contributors are their own. Economic headwinds and changing customer expectations after the pandemic have caused many CEOs to scratch their heads about how to get ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

A compassionate customer experience can stay with you forever—just like these real-life examples shared by our employees. We’ve all missed important moments during the pandemic. For me, it was the ...

“Empathy is seeing with the eyes of another, listening with the ears of another, and feeling with the heart of another.” Those are the words of Alfred Adler, the renowned Austrian psychotherapist. In ...

Crisis Text Line agreed to start a "mission aligned" for-profit sister company, but the mission alignment quickly got out of whack. Credit: Vicky Leta / Mashable When Crisis Text Line gave its ...

Google Cloud's Kelsey Hightower says engineers hold these sessions to figure out how to make products easier for customers to use.