Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Apr 18, 2021, 06:03pm EDT Oct 01, 2021, 12:30pm EDT This ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

Exceptional customer service depends on more than smiling, empathetic employees (though they’re vitally important as well!). It also requires customer service standards and customer experience systems ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...