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 ...

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 ...

Stuff happens! Fortunately, today’s customers, as short tempered and impatient as they may be, do not expect service providers to be perfect. They know customer service is powered by human ...

Opinions expressed by Entrepreneur contributors are their own. The rich, indeed, are different when it comes to their customer service expectations. Your company needs to deploy a sophisticated, ...

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 ...

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 ...

Service failure is inevitable. A better understanding of how relationship level (RL) influences a consumer’s response to service failure and recovery is an important topic for academics and ...