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 ...

These short and wildly effective customer service improvement steps will set you well on your way toward becoming “the Ritz-Carlton of Industry X” or “the Zappos of Industry Y.” It’s hard to picture ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...