Customer service recovery (turning things around when a customer is upset, disappointed, irritated, flustered, or all of these things at once) is one of the essential skills of great customer service.

Despite the experience and education of some veteran marketers as well as some careful planning there are times that customer experience efforts go awry. Despite the experience and education of some ...

The worst possible customer service training is one that neglects to explain the “why” behind great customer service. The second-worst customer service training is one that neglects to show the “how.” ...

How a business handles customer service interactions increasingly defines its online reputation, yet, according to our recent survey that gives a list of the best and worst customer service brands, ...

Opinions expressed by Entrepreneur contributors are their own. In early November, a San Antonio Popeye’s employee and customer were caught on video arguing and throwing trays at each other. The ...

In early November, a San Antonio Popeye’s employee and customer were caught on video arguing and throwing trays at each other. The altercation later moved on to a full-blown fist-fight in the parking ...