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How wasteful customer service trumps thrifty pricing
If you Google the word thrifty, you get the following definition: using money and other resources carefully and not wastefully. Well, someone needs to let Thrifty Car Rental in on that definition. Real World Story: I recently flew from San Diego, California, to...
Attitude 180—how successful customer service teams turn it around with kindness
You started your day with a BAD attitude. But someone was so kind to you that you couldn’t help but turn it around to positive. Has this ever happened to you? Real World Story: I have a very good friend who is a retired nurse. He is the MOST compassionate, kind and...
The Lemon Tree Hotel turns out to be a real lemon!
In my last post, I described how excited I was to visit the Lemon Tree hotel in India because the hotel had sent me a positive welcome email claiming I would be met by smiles and friendliness. Real World Story: After my 30-hour trek from the US to India, I checked in...
Memorable first impressions that will uplift your customer service spirit
How important are first impressions really? Have you ever walked into an establishment, saw garbage on the floor, and immediately got a bad impression? Have you ever had a terrible experience simply making reservations, and thus, didn’t expect much because of it? I...
Are speed and efficiency killing your customer service efforts?
Speed and efficiency are important to delivering great customer service. But knowing who benefits from these time-saving strategies is even more important. If your strategies benefit you and inconvenience your customers, then you need to rethink what you are doing....
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