Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...

You're frantically trying to resolve an issue with a recent online purchase. It's late, you're frustrated, and you need help now. You reach out to customer service, dreading the thought of navigating ...

“Empathy is seeing with the eyes of another, listening with the ears of another, and feeling with the heart of another.” Those are the words of Alfred Adler, the renowned Austrian psychotherapist. In ...

Discover why exceptional customer service defines success in the hospitality industry. Learn how empathy, employee ...

Customers say they want humans, not AI, for service. New research shows they rate AI responses as more empathetic, even ...

In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...

Elevance Health brings together the concepts of elevating whole health and advancing health beyond healthcare. It’s a health company dedicated to making real progress toward improving the health of ...

When a service encounter goes south, customers expect empathy. Hearing an employee say, "I share your frustration," can calm ...

In the ever-evolving landscape of technology and customer service, artificial intelligence (AI) offers businesses opportunities to enhance the way they interact with their customers. The debate around ...

Delivering seamless digital interactions across every touchpoint is more critical than ever in today’s travel landscape, especially during major travel disruptions. Using AI tools behind the scenes ...

"Your service sucks! Can't you do anything right?" shouted Jeff, his voice laced with frustration. He had demanded to have a new water dispenser sent over to replace the one that had malfunctioned, ...