Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

More businesses than ever are finding this the right time to invest in customer service training as we head into the post- (or, I should say, nearly post-) pandemic era. And they’re right to want to ...

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 ...

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 ...

In the world of customer service, we often encounter an intriguing concept known as the service recovery paradox. When customers come to you with a problem, they're often upset and on edge. It's a ...

According to the firm's new research, developing a unified service recovery management strategy will allow organizations to meet customer expectations while preventing customer churn, ultimately ...

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 ...

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 ...

Today’s companies plan for all kinds of disasters, both natural and manmade. They have wisely spent a lot of time, effort and money to make sure that they can be operational following a disaster. But ...