Some of your most loyal customers may be the ones who’ve had problems and complaints with you in the past. This might sound counterintuitive, but it’s a phenomenon I’ve observed throughout my career ...

There’s an interesting concept I stumbled across a few weeks ago: The service recovery paradox, which suggests that a customer who has a problem resolved satisfactorily may end up more loyal than a ...

In the world of customer service, we often encounter an intriguing concept known as the service recovery paradox. When customers come to you with a problem, they're often upset and on edge. It's a ...

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 ...