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.

What creates the gap between the best and worst customer support? Budget? Training? Technology? These are factors, certainly, but without the proper mindset to lead them, these factors won't make the ...

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 ...

Customer waiting at counter in empty McDonald's - Viktorya Telminova/Shutterstock Have you noticed that the service at many fast food chains isn't, well, all that good? We can confirm you're not ...

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 ...