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.

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 ...

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 ...

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 ...

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 ...

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 ...

NEW YORK, May 28 (Reuters) - Allstate Chief Executive Tom Wilson said the insurer was trying to stem the loss of customers that he fears are unhappy with its services. Allstate has renewed its focus ...