A customer service goal is a target that enables your company to measure its progress toward a long-term objective of achieving the highest level of customer satisfaction. You can use customer service ...

Quality assurance means developing operational controls to ensure that the results match the desired outcomes. Customer service operations are designed to keep customers satisfied while protecting the ...

What is internal customer service–what’s a good, workable definition? As a customer service trainer and keynote speaker on internal customer service, let me share how I define this “what”–and, more ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 5 years old. Since its inception, ...