David Pogue is a six-time Emmy winner for his stories on "CBS Sunday Morning," where he's been a correspondent since 2002. Pogue hosts the CBS News podcast "Unsung Science." He's also a New York Times ...

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, this is an ...

Here are the top 10 ways service techs can gain credibility: 1. Put the customer's mind at ease regarding her immediate problems within the first two minutes. Address the situation or need that ...

Forbes contributors publish independent expert analyses and insights. I write about finance, philanthropy and changing consumer habits. Mar 30, 2019, 04:12pm EDT Mar 30, 2019, 04:12pm EDT This article ...

Hiring a call center can be a tough decision. Here's what you should know before you partner with a service. If you and your staff can’t handle the high volumes of inbound calls you’re getting from ...

I don’t know of a living person that looks forward to an expensive service call. Your AC may quit on the hottest day, your kitchen sink may get clogged with egg shells three hours before your ...

Losing control of the call. You can lose control when the customer has too many questions. When the call starts turning into an interrogation, start coming up with questions of your own and you'll ...