The Tale of Two Cities – A Story of Customer Service
“It was the best of Times and the Worst of Times” – Charles Dickens
What We (Still) Need Most Today
I wrote a few months ago that what we need most is empathy. With the ongoing pandemic, that’s even more true now. Businesses and individuals all over the world continue to be impacted. Understanding how your customers and clients feel allows you to make changes to your customer service to meet and exceed the level …
Keeping Customer Touch Points in the Age of Technology
One of the great joys I get from my job is the ability to walk into a room full of participants who have grown up with internet and dazzle and yes, amaze them with tales of a time when hotels did not have computers. The looks on the faces of the participants are priceless as …
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What It Takes To Be Successful – Casino Employee Training & Development “All the World’s a Stage”
“And all the men and women merely players; they have their exits and entrances, and one man in his time plays many parts.” William Shakespeare’s AS YOU LIKE IT act 2, scene 7.
Who Killed Customer Service?
We hear it all the time.
A Tale of Two Hotels
Once upon a time we made two phone calls to two hotels. We recorded those conversations because, well, that is what we do. Unlike the NSA, we don’t record these phone calls because we are concerned about national security, instead we are concerned about the state of customer service. And as you will hear, we …
Tech Talk with a Smile – Signature’s IT Department – VIDEO
We have a special video today! Rich Cunnigham interviews Doug Allgood, SPV of Information Technology for Signature Worldwide. They discuss customer service and future technology enhancements for clients.
Five Service Tips Mama Taught You
There’s no disputing that providing great service day-in and day-out takes work, focus and the desire to continuously improve. Yet the basics are as simple and straightforward as the rules your mother taught you when you were a child.
The New ‘No’
When in Jamaica on holiday, a smiling hotel front desk agent assured me in his local patois that an early check-in would be, “no problem, mon.”
The Psycho-Mathematics of Surprise
Surprises are memorable, but that’s not always a good thing.