The way customers interact with your business — whether positively or negatively — plays a crucial part in how your company is perceived and whether you can keep and expand your customer base. However ...

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 ...

In the world of customer service, we often encounter an intriguing concept known as the service recovery paradox. When customers come to you with a problem, they're often upset and on edge. It's a ...

Life doesn't always go perfectly. Neither does business. From time to time, mistakes will happen, and we will let customers down. And while service missteps are always upsetting (to the customer and ...

Some of your most loyal customers may be the ones who’ve had problems and complaints with you in the past. This might sound counterintuitive, but it’s a phenomenon I’ve observed throughout my career ...

Your company already has a customer service recovery framework (a system for dealing with upset customers), right? If not, it’s time to put one in place, I’d argue. And I mean now. Because when ...

To continue reading this content, please enable JavaScript in your browser settings and refresh this page. Loyal customers are the most valuable asset of any business ...

Opinions expressed by Entrepreneur contributors are their own. Here’s the bad news: an angry customer is breathing down your neck or tearing you up over the phone, shooting daggers at you via e-mail.

Building customer loyalty requires going beyond satisfaction with “wow” moments and anticipatory service. A perfect product, caring service, timeliness and service recovery are keys to satisfied ...