I have been studying complaint handling around the world for almost two decades. I frequently hear that complaint handling (or claims as they are sometimes called) by service providers is highly dependent upon cultural differences. [...]

Every customer is unique just as every person is a singular entity. This means we all want different things when we complain. We even want different things at different times of the day, depending on [...]

Normally – when I tell company leaders that they should be looking for more complaints, not fewer – I see shocked looks on their faces. It’s a look with which I am well acquainted. Some [...]

Notice if, the next time you receive excellent service, it creates a healthy feeling of obligation to return the favor. Psychologists call this effect “reciprocity”. The obvious way for consumers to reciprocate a favor to [...]

I recently dropped off a very complex print job that took almost fifteen minutes to explain. I left concerned as to whether my instructions would all be followed precisely, especially since I had brought special [...]

I had an experience in a hotel this past month that emphasized, yet again, how we learn a great deal about customer service simply by observing what happens around us. This experience was a minor, [...]