Service Failure

Airlines, Caribbean, Customer Service, Employees, Service Excellence, Service Failure, Service Recovery

Handling an irate passenger

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Recently  I was on a flight in the Caribbean and witnessed an incident involving a non-Caribbean family and a Flight […]

Caribbean, Employees, Service Excellence, Service Failure, Service Recovery, Training

Responsiveness

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One of the five dimensions of the SERVQUAL model of Service Quality is Responsiveness. The usual explanation of this dimension

Beauty, Customer Service, Service Failure, Service Recovery

Service Recovery

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I first heard this terminology while doing my Masters at the University of Surrey in the UK. That, and Service

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