Dealing with angry customers — whether face-to-face at a resort or through heated emails and social media posts — can be one of the most intimidating parts of hospitality and customer service. Yet, it ...

Verizon’s outage yesterday was bad, but it proved the company knows one thing: When things go wrong, humans want to speak to ...

It’s a shame that customer service doesn’t always get the respect and attention it deserves because it’s among the most important ingredients in any business’s success. There’s no better marketing ...

Store policies exist to ensure fairness for both customers and staff. This man encountered a customer who wanted to return a faulty phone. Their store policy was a 7-day exchange or refund. It had ...

Tom Conrad knows that fixing the customer relationship is as important as fixing the software. I have to imagine Tom Conrad has been very busy since being appointed first interim and then permanent ...