The Little Things That Make a Big Impression
As someone who travels frequently—and teaches customer service for a living—I’m always paying attention to how service is delivered. Not just the what, but the how. And on a recent visit to The Whitley, a Luxury Collection Hotel, I experienced something refreshingly...
How a Car Wash Scrubbed My Patience Instead of My Car
It’s a sunny Saturday, and I’m in a great mood blasting one of my favorite songs as I’m running errands. I roll into the local car wash ready to give my dust-covered car some TLC. I pay for the “Deluxe Diamond Ultimate Supreme Wash” — you know, the one with the extra...
Don’t make customers repeat their issue twice – First Contact Resolution
As leaders, we’re constantly seeking ways to improve satisfaction, reduce frustration, and increase loyalty. One of the most impactful strategies is adopting a culture that prioritizes First Contact Resolution (FCR). This doesn’t just mean resolving issues in a...