Learn a foolproof framework for service recovery and how to work with angry, upset, or disappointed customers.

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 ...

It’s no secret that when it comes to household-generated paper and plastics, the U.S. has a recovery problem. Recent reports, including those published by The Recycling Partnership (TRP), Washington, ...

The key reason: most enterprises rely on pretty much the same disaster recovery plan they’ve used for years — even though their environment has changed dramatically, thanks to SaaS, cloud, and AI. One ...