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Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Gary Chervitz is a friend and faithful subscriber to The ...

In August of last year I purchased a piece of furniture from Wayfair. Recently I had an issue with it. I called customer service and was told that since a year had passed, I would have to call the ...

I spend a lot of my time talking about customer service. How to make it more fun. Or to take it to the next level. It’s my passion, after all. But there’s another reason: just like everyone else, I am ...

Customers didn’t stop spending. Companies stopped serving. Customer service is no longer the norm. Employees now act like, "You're bothering me" instead of "How can I help you?" When I was employed in ...

I got a real chuckle over the big article regarding Comcast's improved customer "service" a few days ago ("Comcast says customer service is overhaul showing results," April 23). As I write this letter ...

I have been in Cheyenne for a week visiting my husband, who is working down here for a while. I am by no means a “seasoned traveler,” but I am a self-proclaimed customer service freak. I’ve been in ...

Where have you gone, customer service? This statement is not meant to throw a negative blanket over all who supply customer service, but instead refers to what many go through in reference to customer ...