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Light At The End Of The Customer Service Tunnel

  • 4 min read

Having taught customer service classes for more than five years through the Certified Tourism Ambassador program, speaking at conferences, and having secret shopped destinations and their attractions, restaurants, and hotels, it’s rare for me to frequent a retail store or restaurant and not think “they could have smiled more,” “they could have said that differently,” “they could have…” “they should have…” I never give an online review so no store or restaurant will ever get one star for their customer service. Unfortunately, I never leave positive reviews even knowing the power of online reviews. I truly wonder if the headlines are… 

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Customer Service – Keeping the Art Alive

  • 2 min read

Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent. Two of three consumers are likely to experience rage during an interaction with a customer service rep. In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint. For retailers the outcome is not good as it is putting about $202 billion in revenue at stake and can slash consumer repeat business and loyalty to shreds. United Airlines made headlines this past week with their customer service… 

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