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 breakdowns are uncomfortable, and they require training to resolve in a way that creates customer success and sustainable organizational and business success. But you’ll find an ...

It is a fact that any organization, no matter how well-prepared, will occasionally undergo a service failure. A service failure, whether big or small, can make or break relationships with customers.

Opinions expressed by Entrepreneur contributors are their own. Here’s the bad news: an angry customer is breathing down your neck or tearing you up over the phone, shooting daggers at you via e-mail.

At some point, your business will suffer a failure that disappoints customers. The measure of a company is determined at such moments. Customers see your true colors at these times more than at any ...

Customer service is core to any organisation’s success. Businesses create products to attract customer attention. However, their long-term success largely gets driven by the service delivery ...