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 ...

Service businesses who rely on customer-facing front liners are probably aware that knowing what to do when customers are angry or dissatisfied is crucial, and that resolving any disputes quickly will ...

Service recovery dynamics examine how organisations respond to failures in service delivery and the processes by which they restore customer satisfaction, trust and loyalty. This field integrates ...

WE often talk about customer experience in terms of seamless service, delightful moments and brand loyalty. But just as important — and often more telling — is how businesses handle things when they ...

Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

In the high-stakes world of enterprise SAP systems, where Fortune 500 companies depend on uninterrupted operations for their multi-million-dollar business processes, few challenges are as daunting as ...