Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 10 years old. Do you dare to go ...

Customer Service Scripts for the Top 25 CX Words In a call center environment, the agent's language significantly impacts delivering great customer satisfaction (Csat). When Csat improves, the agent's ...

Excellent verbal skills are a key ingredient in the success of dental practices. Every practice system -- scheduling, customer service, and case presentation, to name a few -- depends on communication ...

Have you ever called your cable provider and suffered through a customer service conversation that’s scripted and stilted all the way up to the last moment, when the agent asks you: “Is there anything ...

With Comcast expanding its data caps to more cities, call center employees are likely being hammered with questions from disgruntled customers. Thanks to a leak of an internal customer service script, ...

As the Christmas shopping deadline nears, companies of all kinds are challenged with a huge volume of customer service calls. Traditionally, those found on the other end of 800-numbers are humans. But ...

This weekend I refilled a prescription at an online pharmacy. Just as I clicked submit on the order, I saw that the scheduled ship date was Tuesday. I had a business trip planned for later in the week ...

Enterprise organizations often think of customer service as an unavoidable fact of business, a necessary expense. Rethink customer service, however, and it can become a strategic weapon that fosters ...