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Tag : customer service

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5 Things the Hotel Industry Can Learn from Cruise Lines

October 12, 2017

By Kacey Bradley As an industry, finding useful lessons from other industries that seem completely different may feel impossible. But sometimes that...

When Guests Complain, Be All EARS!

October 11, 2017

By Doug Kennedy Considering all of the many components of a positive guest experience during even just a 24 hour stay, and how many guests are in a hotel on...

The ProSo Method to Achieving Service “Wows”

October 9, 2017

By Jana Love In the hospitality industry "wow factor" is a phrase not only used, but something the industry strives to achieve in the service they...

Avoid These Worthless Questions in Customer Service or Pay the Price

November 29, 2016

by Dr. Dennis Rosen As a former university professor, I figured out a while ago that a common classroom question my colleagues and I had been asking for years...

How to Handle Customer Complaints Properly to Build Business

October 5, 2016

No business likes to get complaints. However, we have to accept the fact that complaints will happen. Customers may complain about our products, service, or...

Why Customer Loyalty Should Not Be Your Goal and What You Want Instead

September 27, 2016

By Dr. Dennis Rosen Loyalty has become a goal of many businesses. Many consultants claim they will help businesses accomplish this goal. However, it is...

4 Ways Luxury Hotels Can Use Technology To Provide Better Customer Service

January 16, 2016

By Alex Shashou For some luxury hoteliers, the idea of mobile technology in hospitality is fraught. When customer service is understood as face-to-face...

Love and The New Age of Service

December 1, 2015

By Steven Ferry Much attention has been placed by training departments of luxury hotels and resorts on bringing new hires up to the required standard of...

Customer Service Training Is a Waste of Time

November 23, 2015

By Bryan K. Williams It’s amazing how many companies waste their time and money on customer service training. Year after year these companies bring...

To Rock At Customer Service, You Need To Know These 8 Statistics

July 10, 2015

​By Katie Scheer It’s no coincidence that companies that deliver rockin' customer service are industry leaders and innovators. So why aren’t companies...

Great Service Isn’t Rocket Science

June 23, 2015

By Jana Love I personally enjoyed our blog last week because the outcome was a GREAT customer service experience, where the associates went over and above to...

Handling Customer Complaints 101

February 10, 2015

By Katie Scheer February 10, 2015 Customers come in all shapes and sizes, and we can probably all agree that the most difficult is the angry customer. This is...

A Customer Service Point of View

January 27, 2015

By Jana LoveJanuary 27, 2015 In the grand scheme of things, service is service, right? Or is it? The degrees to which successful and unsuccessful service is...

Get Back To The Customer Service Basics ~ And Stay There

January 19, 2015

By Jana LoveJanuary 19, 2015 Lately, to my disappointment, I have not encountered near enough notable customer service exchanges. In fact, quite the opposite ~...

Is Customer Service Really Just Common Sense?

January 13, 2015

​by Bryan WilliamsNot too long ago, someone told me that all this customer service stuff is really just common sense. She went on to explain that customer...

The Insight of Kindergarteners on Customer Service

December 23, 2014

By Jana Love In keeping with the hope that the holiday season provides the platform for lots of laughter, I decided to get some real perspective on Customer...

Cornell Study Finds that Loyal Sports Fans Focus on Complete Service Experience

December 17, 2014

Ithaca, NY, December 17, 2014 - The most loyal sports fans have very different expectations from first-time customers, according to a study published by the...

Cornell Study Highlights Customers’ Role in Service Quality

December 10, 2014

Ithaca, NY, December 10, 2014 - A new study from the Cornell Center for Hospitality Research (CHR) examines how the location or context of a service...

People Person: The Importance of Having the Right Person in the Right Role

November 11, 2014

​by Bryan Williams "I used to be a people person…but people ruined that for me." I recently read that quote, and thought it was very funny. Then, it...

Using Bad Customer Service to Inspire Good Customer Service

September 22, 2014

by Katie ScheerWe've all had this happen.  You show up to a store, ready to make a purchase that thrills you, and within moments of arrival, all of that...

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