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 ...

I have a favorite customer service anecdote that I’ve been using in most of my workshops for many years. Some may even say that I need a new story! However, the reason I stick with this story is ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

With nearly two decades of retail management and project management experience, Brett Day can simplify complex traditional and Agile project management philosophies and methodologies and can explain ...

Even five years ago, almost every customer in a HubSpot survey rated an “immediate” response as important or very important. With more companies offering automated round-the-clock support to keep up ...