During times of uncertainty, sharp customer service skills become even more important.

People who excel at their jobs solve problems. As Ron Willingham states in Integrity Service, In a real sense, each of us controls our success level by the problems we choose to solve.

Recovery means making good on a mistake. The following are ways you can increase the probability that a customer will be forgiving.

Recovery is making good on a mistake. As you read in Step 2, customers who have a problem that gets resolved are actually more loyal than those who never had a problem at all.

Providing great customer service has never been more critical for the success of any business. 10 Steps to Successful Customer Service is designed as a quick but effective check up to...

How do you ensure that your diversity programs meet the demands of the global marketplace? This issue presents key demographic and workforce information, and gives you practical tips,...