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 worst possible customer service training is one that neglects to explain the “why” behind great customer service. The second-worst customer service training is one that neglects to show the “how.” ...

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 ...

These short and wildly effective customer service improvement steps will set you well on your way toward becoming “the Ritz-Carlton of Industry X” or “the Zappos of Industry Y.” Opinions expressed by ...