Customer service recovery (turning things around when a customer is upset, disappointed, irritated, flustered, or all of these things at once) is one of the essential skills of great customer service.

Despite the experience and education of some veteran marketers as well as some careful planning there are times that customer experience efforts go awry. Despite the experience and education of some ...

In early November, a San Antonio Popeye’s employee and customer were caught on video arguing and throwing trays at each other. The altercation later moved on to a full-blown fist-fight in the parking ...