The way customers interact with your business — whether positively or negatively — plays a crucial part in how your company is perceived and whether you can keep and expand your customer base. However ...

I have a favorite customer service anecdote that I’ve been using in most of my workshops for many years. Some may even say that I need a new story! However, the reason I stick with this story is ...

It is a fact that any organization, no matter how well-prepared, will occasionally undergo a service failure. A service failure, whether big or small, can make or break relationships with customers.

Your company already has a customer service recovery framework (a system for dealing with upset customers), right? If not, it’s time to put one in place, I’d argue. And I mean now. Because when ...

Customer service recovery is all about fixing problems and making customers happy. It's how a business tackle complaints and issues on a way that not only fixes the problem but also improves customer ...

Service businesses who rely on customer-facing front liners are probably aware that knowing what to do when customers are angry or dissatisfied is crucial, and that resolving any disputes quickly will ...

When United Airlines bungled the handling of a passenger's smashed guitar last year, it received more bad press than it bargained for. WestJet Airways will probably earn a much different reputation ...