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 ...

Strengthening cloud reliability and improving disaster recovery planning has become essential as businesses rely more heavily on mission-critical digital operations.

Service businesses who rely on customer-facing front liners are probably aware that knowing what to do when customers are angry or dissatisfied is crucial, and that resolving any disputes quickly will ...

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 ...

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 ...