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
A few years ago, a friend mentioned some websites where good quality courses could be found in just about any subject. Best part is, they are free! Have you heard…Continue readingFree Online Learning Resources
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
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?
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
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