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 ...

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.

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 ...