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 ...

"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, ...

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 ...

More than two weeks after Rackspace's Hosted Exchange dramatically collapsed, the company has said that data recovery will start soon. The outage was caused by a ransomware attack, with the company ...