Your worst moments will become your greatest opportunities for building true customer loyalty.

Customer service recovery is the ability to recover from a mishap with a client, to recover so successfully that you actually may improve relations with that client. This involves several steps which ...

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 ...

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.

WE often talk about customer experience in terms of seamless service, delightful moments and brand loyalty. But just as important — and often more telling — is how businesses handle things when they ...