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Customer Service Recovery Gone Awry

Here’s an example of how not to resolve a customer complaint. It’s real, it’s recent and it’s all too...

We all know what the typical customer service call center experience is like. It’s so entrenched in our culture,...

Every once in a while I'll hear certain colleagues of mine complain about their 9 - 5 schedules from Monday - Friday....

The nice people at CustomerThink.com have listed me as one of their Top 25 Authors! This group of...

While traversing the Web recently I found a site I’ll be visiting again frequently. It’s called Not...

A friend shared his recent experience with his bank . A few days ago, he had made a bunch of...