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 ...

Customer service recovery is the ability to recover from a mishap with a client, to recover so successfully that you actually may improve relations with that client. This involves several steps which ...

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 ...

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 ...

There’s an interesting concept I stumbled across a few weeks ago: The service recovery paradox, which suggests that a customer who has a problem resolved satisfactorily may end up more loyal than a ...

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 ...