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 ...

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 ...

If you’re taking the initiative to be more customer-centric, these five points from the perspective of a customer service consultant will get you well on your way — while keeping you from making ...

At some point, your business will suffer a failure that disappoints customers. The measure of a company is determined at such moments. Customers see your true colors at these times more than at any ...

WE often talk about customer experience in terms of seamless service, delightful moments and brand loyalty. But just as important — and often more telling — is how businesses handle things when they ...