The Right Words at the Right Time – Customer Service Recovery for Hospitality Industry

Customer Service Skills for Success: Click here!

Sometimes it is the newest or least trained hospitality employee who has the last clear chance at saving guest relations. One employee becomes the face of your organization when things go wrong. This practical and memorable program is specifically designed to empower leisure and hospitality staff with a clear checklist of Customer Service Recovery tools and techniques.… Read the rest

Uncommon Service: How to Win by Putting Customers at the Core of Your Business

Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.

In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function.… Read the rest

Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.

In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function.… Read the rest

The Secrets Behind Apple’s Great Customer Service

Customer Service Skills for Success: Click here!

Apple stores are typically regarded as providing one of the more pleasant experiences you can find in the retail shopping world.

This doesn't happen by accident. Apple has meticulously planned every little detail of their stores from the physical design, to the customer service the "specialists" provide, which will ultimately make you spend money on their precious products.… Read the rest

Customer Service Role Playing

Customer Service Skills for Success: Click here!

Rachel and also John show you the best ways to manage an irate customer if you remain in the telephone customer service business.

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