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 ...

Make unhappy customers ardent brand promoters. Learn how effective service recovery can drive loyalty, amplify positive word-of-mouth & elevate your business. Adopt a customer service recovery ...

Every customer-centric, customer service obsessed company needs a customer service recovery framework for working with upset, angry, frustrated, and disappointed customers. I’m a customer service ...

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 ...

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 ...

The Service Recovery Paradox theory proposes that customers who have problems resolved to their satisfaction may be more loyal than those who have no problems. Pixabay You've likely heard laments like ...