The Tale of Two Cities – A Story of Customer Service
“It was the best of Times and the Worst of Times” – Charles Dickens
“It was the best of Times and the Worst of Times” – Charles Dickens
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 …
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 …
Keeping Customer Touch Points in the Age of Technology Read More »
“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.
We hear it all the time.
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 …
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.
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.
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.”
Surprises are memorable, but that’s not always a good thing.