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 ...

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 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 ...

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