Every customer-centric, customer service obsessed company needs a customer service recovery framework for working with upset, angry, frustrated, and disappointed customers. I’m a customer service ...

When I’m training some of the top five-star hotels in the world in customer service recovery, I tell them that there are a few secrets to working with upset, unhappy, disappointed, or even flat-out ...

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 ...

As organizations rely on a growing network of cloud platforms, third-party providers and interconnected services, disruptions ...

The Service Recovery Paradox theory proposes that customers who have problems resolved to their satisfaction may be more loyal than those who have no problems. Pixabay You've likely heard laments like ...

According to the Beryl Institute, patient experience is the sum of all interactions, shaped by an organization’s culture, that influences patient perceptions across the continuum of care. During a May ...