Just in time for Black Friday, Cyber Monday and the gift-giving holidays, I want to share with you my favorite business books from 40-plus that I read this year. While I typically stay in the customer ...

Gopal K. Gureja’s Customer Service Edge: Find and Fill Policy-Practice Gaps presents a rigorous and insightful exploration of ...

In today’s business world, having the best product or service is no longer enough. Insightful business leaders have begun fortifying the entire customer experience from interest to purchase to ...

Empathy in customer service simply means recognizing that the person on the other end of the line is a human being having a bad moment -- and letting them know you get it, writes guest columnist Hal ...