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 ...

"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, ...

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 ...

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 ...

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 ...

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 ...