Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Customer service breakdowns are uncomfortable, and they require ...

Almost everyone has to deal with customer service at some point. In fact, 88 percent of the people surveyed recently by the Consumer Reports National Research Center had done so in the past year—to ...

Just about everyone has a story about a customer service experience. Some were so spectacularly good or bad that they take on a life of their own as they are repeated by many people with no connection ...

We've all been there: You call customer service, get bounced around, transferred, and dropped. Or worse, your issue never gets resolved even after you talk to someone. You probably know you can ...

Customers are good at troubleshooting the small stuff and research shows when they come to customer service staff they expect complex problem solving, options or answers - not apologies. My research ...

Field service problems are not limited to repairing down equipment. Problems may be application issues, obtaining documentation such as installation qualification certificates, re-programing, ...

The U.S. Secret Service is facing money problems — but that's not President Donald Trump's fault, the agency's director said Monday, in response to a report that the First Family was straining ...

The Army is planning to launch multiple initiatives with the hopes of addressing an increasingly bleak recruiting crisis, including expanding options for new soldiers and providing $35,000 bonuses for ...

One of my most vital videogame memories is actually a travel story. In the early days of the wildly popular Final Fantasy XI, I was a highly active player. I wasn't a very good player—I never levelled ...