Every successful customer-focused company has a customer service recovery framework at the ready, to be deployed in the moments when things don’t go according to plan. A service recovery system kicks ...

If you want to see great customer service recovery in action, watch closely as a manager at a Four Seasons hotel fields a complaint from an unhappy guest. In the case I'm going to share with you, a ...

Explore five notorious customer service failures and key lessons to avoid repeating errors that can tarnish your brand's image. We’ve all experienced bad customer service. But have you been so mad ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

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 ...

These short and wildly effective customer service improvement steps will set you well on your way toward becoming “the Ritz-Carlton of Industry X” or “the Zappos of Industry Y.” Opinions expressed by ...