Language plays a key role in almost every marketplace interaction. It’s how salespeople talk to prospects, leaders talk to teams, and customer service agents talk to customers. Recently, firms ...

Saying “operator,” “customer service,” or “representative” will sometimes get a person on the line. Keep Calm and Be Nice When you finally get through to a person, remember to stay ...

People often assume that customer service performs a “support” function in a business, not a “sales” function. But every time customers are on the phone with your customer service people ...

Has “unusually high call volume” become the norm for customer service? Service lines were swamped early in the pandemic, and many overseas call centers shut down. Companies want you to go ...

A Zappos employee recently had a customer-service call that lasted 10 hours, 43 minutes, breaking an internal record at the Amazon-owned online retailer. On June 11, in Zappos' Las Vegas ...