Customer service recovery (turning things around when a customer is upset, disappointed, irritated, flustered, or all of these things at once) is one of the essential skills of great customer service.

Despite the experience and education of some veteran marketers as well as some careful planning there are times that customer experience efforts go awry. Despite the experience and education of some ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

In early November, a San Antonio Popeye’s employee and customer were caught on video arguing and throwing trays at each other. The altercation later moved on to a full-blown fist-fight in the parking ...

The customer service industry is not for the faint-hearted, and yet most Americans, 107.8 million people, work in private service-providing industries. 16.7 million of them work in the leisure and ...