Category: Guest Experience
Customer Service 101: Take the Bait
In customer service training circles, so much is made about watching for visual cues such as a T-shirt, a hat, or accessory that a guest has to try to start […]
Some Policies are Bad for Customer Service
I recently had the opportunity to fly an airline that charges baggage fees (I try to avoid this by flying Southwest whenever possible). I understand that it is difficult for a for-profit […]
Want Better Customer Service? Be A Better Customer!
It’s probably safe to say that at some point in your life, you have been the recipient of less than stellar customer service. It’s also probably safe to say that […]
Expand Your Search: The Best Ideas Might Be Outside the Industry
A new Capital One branch just opened right down the street from me. Normally this wouldn’t be very exciting. In fact, the entire time it was under construction, I’d walk […]
Service: More than Being Nice
There’s a hot dog restaurant in South Florida that is well-known for its fantastic food and ambiance. Right when you walk in, you are immersed into an environment that has […]