The Lost Art Of Service: Is “Good Enough” Good Enough?
A smile. A thank you. An apology. One may argue that any of these gestures are better than a mediocre interaction with a service provider….
When Customers Walk – The Business Consequences of Disengagement
After a seventeen hour journey from Australia to Canada, plus forty-five frustrating minutes talking to airline staff about a pair of prescription glasses that were…
Service with no smile
What is your experience of customer service? Why are we so surprised when we have a transformational customer service experience? Unfortunately, we usually experience transactional…