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 ...

In the world of customer service, we often encounter an intriguing concept known as the service recovery paradox. When customers come to you with a problem, they're often upset and on edge. It's a ...

Building customer loyalty requires going beyond satisfaction with “wow” moments and anticipatory service. A perfect product, caring service, timeliness and service recovery are keys to satisfied ...

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 ...

Stuff happens! Fortunately, today’s customers, as short tempered and impatient as they may be, do not expect service providers to be perfect. They know customer service is powered by human ...

Is your customer service stellar most of the time, until it falls apart when confronted with an angry, upset, or disappointed customer? If so, it’s because you don’t have an effective service recovery ...

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 ...

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 ...

Learn how to deal with customer complaints and workplace conflicts at a free workshop at New River Community College. Bobbie Walker from Virginia Tourism Corp. will present "Customer Service Recovery: ...