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 ...

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 ...

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 ...

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.

"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, ...

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 ...

If you’re taking the initiative to be more customer-centric, these five points from the perspective of a customer service consultant will get you well on your way — while keeping you from making ...

Are you ready to change the way your business handles complaints? Join the conversation and learn how to repair customer relationships before they walk away. Choose a date that suits you and register ...

Consumer complaints and high unemployment may help reverse the trend of outsourcing customer service jobs to developing countries. "In the last 10 years, over one million jobs have been sent to India ...

Julian Kimble is an audience editor for CDW’s family of technology websites. Disaster recovery is already centered on providing survivors with what they need, but the Federal Emergency Management ...