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

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 ...

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.

"Go with your gut" is not an approach that works all that well when trying to improve the situation for customers who are upset. Better is to moderate the edges of our human instincts with what has, ...