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 ...

Customer service recovery is the ability to recover from a mishap with a client, to recover so successfully that you actually may improve relations with that client. This involves several steps which ...

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 ...

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 ...

According to the Beryl Institute, patient experience is the sum of all interactions, shaped by an organization’s culture, that influences patient perceptions across the continuum of care. During a May ...

Life doesn't always go perfectly. Neither does business. From time to time, mistakes will happen, and we will let customers down. And while service missteps are always upsetting (to the customer and ...

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 ...

Recently, I made a large purchase from a well-known wholesale photo/video company. Long story short, the experience was extremely disappointing and frustrating. I even had to go to the UPS Store while ...