Every successful customer-focused company has a customer service recovery framework at the ready, to be deployed in the moments when things don’t go according to plan. A service recovery system kicks ...

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 ...

Today, hundreds of companies are engaged in winning customers and even place special and frequent emphasis on keeping current customers satisfied. While both aspects are central to the proper ...

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.

If you’re taking the initiative to be more customer-centric, these five points from the perspective of a customer service consultant will get you well on your way — while keeping you from making ...