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 ...

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 ...

When I’m training some of the top five-star hotels in the world in customer service recovery, I tell them that there are a few secrets to working with upset, unhappy, disappointed, or even flat-out ...

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 ...