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 ...

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 ...

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 ...

A superior customer service experience is a competitive advantage that’s available to any business willing to do the work. In the face of the current disruptions, here are some improvements you can be ...