Is your customer service stellar most of the time, until it falls apart when confronted with an angry, upset, or disappointed customer? If so, it’s because you don’t have an effective service recovery ...

The holidays can be a busy, stressful time for companies and customers alike. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers.

I am constantly exploring strategies to mitigate risk and ensure the growth and stability of our business and partners. One area that always demands attention has to be customer satisfaction.

I read recently how more online retailers are telling customers who want to return an unwanted purchase to just keep it, and their money will be refunded. My initial guess was it cost them more to ...

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.

It’s a slippery slope when a customer-oriented operation like Vanguard Group has been since it was founded almost 50 years ago begins to get greedy by imposing a whole bunch of changes and chintzy ...

This video is part of a series brought to you by Entrepreneur’s book division, Entrepreneur Press, the publisher of Jill Schiefelbein’s book Dynamic Communication: 27 Strategies to Grow, Lead, and ...

Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. To continue reading this ...

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 ...