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 ...

It is a fact that any organization, no matter how well-prepared, will occasionally undergo a service failure. A service failure, whether big or small, can make or break relationships with customers.

Customer service is core to any organisation’s success. Businesses create products to attract customer attention. However, their long-term success largely gets driven by the service delivery ...