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 ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

The right to refuse service to rude customers: Is it legal for a business? We’ve all seen the signs in businesses, retail shops and elsewhere that read, “We reserve the right to refuse service to ...