No-hassle Customer Service
It is so refreshing when service organisations offer no-hassle customer service. I recently ordered and paid for a three piece […]
Customer Service, KFC, Service Excellence, Service Recovery
Service Recovery
Airlines, Caribbean, Customer Service, Employees, Service Excellence, Service Failure, Service Recovery
Handling an irate passenger
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
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
I first heard this terminology while doing my Masters at the University of Surrey in the UK. That, and Service
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