Customer relationship management consultants provide independent advice on solutions for managing customer service and customer relationships. Their aim is to help clients improve customer ...

As a customer service consultant, I rarely run across a company that doesn't claim that it "strives to provide superior customer service," or other words to that effect. (The exceptions are incredibly ...

Based on the best practices of the greatest customer-centric organizations in the world (Ritz-Carlton, Nordstrom, Starbucks, Zappos, and others), I instruct my consulting clients to respond to every ...

According to professional speaker, consultant and founder of Cause Matters Corp Michele Payn-Knoper, building rapport with customers is critical to showing them "you're sincerely interested in a ...

It feels like I get asked between 1.5 and 3,000,000 questions about customer service every month. I certainly don’t mind; it’s my favorite subject, bar none. Sometimes these questions come up in my ...

Opinions expressed by Entrepreneur contributors are their own. I spend all my working days as a customer service consultant and transformation expert, helping companies large and small improve and ...

The money language pit The “How are you?” ping pong game The Tricky use of humor in customer service. As a customer service consultant and training designer, one thing I help my client companies to do ...

How is your organization at service recovery? In other words, how good are you at recovering when something goes wrong? At transforming a dissatisfied customer into a satisfied one even though you ...

Every time I'm about to call a customer service line – dread washes over me. I know I'll fold as soon as a customer representative says they can't help me, and I feel like I've lost before even trying ...