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 ...

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 ...

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.

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 ...

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 ...

"Go with your gut" is not an approach that works all that well when trying to improve the situation for customers who are upset. Better is to moderate the edges of our human instincts with what has, ...

Customer service recovery is nothing new. Many companies routinely establish a plan for smoothing over service mishaps or perceived issues with a product. The word recovery could indicate that the ...

Consumer complaints and high unemployment may help reverse the trend of outsourcing customer service jobs to developing countries. "In the last 10 years, over one million jobs have been sent to India ...