How to Effectively Utilize “The Hand-off” for Better Service Delivery

“Sorry, I can’t help you because this isn’t my department.” How many times has a customer service agent given you this excuse? And how many times have agents simply transferred your call or walked away from you without any additional help or explanation? A business associate recently relayed the following story. Real World Story: This […]

One visit, two completely different customer service experiences

Real World Story: Recently I spoke with two friends separately about a restaurant they both visited together. To my amazement, they each recounted a completely different experience from this one visit. One friend had a horrible experience from the moment she drove into the parking lot until the moment she pulled away. In her opinion, […]

From India With Love — leadership lessons that make a difference

Real World Story: During a recent business trip to India, I read a customer service article in a local newspaper that gave specific leadership tips that I believe can be applied to all companies (The New Indian Express, Monday, July 3, 2017, Talent Management in Hospitality Sector by Dinesh R. Chief HR Officer – OYO): […]