Active listening is one of the most important skills you need to learn to be a successful customer service representative (for a full explanation of what active listening in customer service is, see...

When people think about customer service, they usually envision representatives providing solutions and assistance to customers, but what they don't see is the active listening that underpins it all....

Empathy is one of the most important skills you need to learn to be a successful customer service representative (for a full explanation of what empathy in customer service is, see this in-depth...

Many people think of customer service as procedural and impersonal, but one of the first things I learnt when entering the field all those years ago, was that it's really about empathizing with the...

The foundation of outstanding customer service is effective communication, so you want to make sure that you're talking to a customer in way that guarantees this outcome. That's why I've taken all...

The key to providing outstanding customer service is great communication, and while it's therefore essential to learn exactly how to talk to a customer (see this in-depth article I wrote about it...