Dear Eric: This is in response to “Need Help,” who encountered trouble understanding customer service reps.

Maria Rivera, customer service associate at customer service firm Horatio, navigates such conversations with customers as part of her job and says the way someone approaches interactions with a ...

Insurance agencies looking for customer service staff has gone on for years. Just check the online job ads for these positions. There are always openings. When we fill these roles, we want to find ...

I recently worked a shift in our company’s customer service operation. With the help of two very patient colleagues, I processed tickets and toggled among four different software tools (the actual ...

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 ...

Every time Katherine publishes a story, you’ll get an alert straight to your inbox! Enter your email By clicking “Sign up”, you agree to receive emails from ...

Customer service representatives working at a call center wearing facemasks and using headsets during the Covid-19 pandemic. The supply chain crisis has created a ripple effect of other crisis ...

Their virtual meet-cute began when Jonah Taylor received a broken record from Target, who connected him with Pablo over an online support chat. TikTok/@jonah.taylorr Cupid’s arrow shot a bull’s-eye ...