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 ...

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 ...

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 ...

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 ...

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 ...

Have you ever considered that your most loyal customers might be the ones who’ve had problems with your company in the past? It sounds counterintuitive, but I’ve seen this phenomenon play out ...