Category: Caribbean

Business Caribbean Customer Service Employees Learning & Development Training

Business owners…..Make your employees soar. Train them!

Michelle L. McDonald

As the description in this video says, well trained and knowledgeable employees make all the difference to a business’ revenue and profit. It’s no wonder that the best companies have…Continue readingBusiness owners…..Make your employees soar. Train them!

Caribbean Customer Service Food Travel

“We are not allowed to sell it without the bread”: When companies get too big to personalize their offerings

Michelle L. McDonald

I was recently in Trinidad and had to be at the airport early. The restaurant at the hotel where I was staying, had not opened by the time I had…Continue reading“We are not allowed to sell it without the bread”: When companies get too big to personalize their offerings

Bank Caribbean Customer Service Emotional Intelligence Grenada Jamaica Service Excellence Skills Training

Service requires empathy…..and patience!

Michelle L. McDonald

It was the typical scenario…..peak period in the bank and only 2 Tellers out of a possible 5 working. There was a Greeter who was asking people in the packed…Continue readingService requires empathy…..and patience!

Airlines Caribbean Customer Service Employees Service Excellence Service Failure Service Recovery

Handling an irate passenger

Michelle L. McDonald

Recently  I was on a flight in the Caribbean and witnessed an incident involving a non-Caribbean family and a Flight Attendant. I observed how it was handled and will share…Continue readingHandling an irate passenger

Caribbean Employees Service Excellence Service Failure Service Recovery Training

Responsiveness

Michelle L. McDonald

One of the five dimensions of the SERVQUAL model of Service Quality is Responsiveness. The usual explanation of this dimension is “the willingness to help customers and to provide prompt…Continue readingResponsiveness

Caribbean Customer Service Electronics Grenada Jamaica Television

Two Good Customer Service Experiences

Michelle L. McDonald

We should always celebrate when we get good service as customers, since there are so many complaints to be heard about poor dealings by providers. Here are my two experiences,…Continue readingTwo Good Customer Service Experiences

Caribbean Customer Service Employees Engagement Motivation Training

Do you say any of these to your employees?

Michelle L. McDonald

Entrepreneur magazine published this article by Lindsay Broder which discusses 7 things you should never say to your employees. Be honest. Have you ever said any of them in the…Continue readingDo you say any of these to your employees?

Airlines Caribbean Customer Service Employees Training

Empathy in Customer Service

Michelle L. McDonald

I was on a flight within the Caribbean, and observed a very interesting exchange between a Flight Attendant and a young mother, which could be used as a case-study in…Continue readingEmpathy in Customer Service