It is so refreshing when service organisations offer no-hassle customer service. I recently ordered and paid for a three piece KFC combo from the store in Grand Anse in the…Continue readingNo-hassle Customer Service
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
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
I first heard this terminology while doing my Masters at the University of Surrey in the UK. That, and Service Failure. Since then, I have tried to observe situations where…Continue readingService Recovery
You must be logged in to post a comment.