Impressive customer service at the Capital Grille

Real World Story:  This year I’ve presented many dinner programs for healthcare workers at upscale restaurants. The service I’ve received at these high-end establishments has been mixed—from BAD to best. On one occasion, however, I had an experience to remember. The second I walked into Capital Grille, I was greeted by a smiling hostess who […]

The importance of explaining the “why” in customer service

Have you ever had an experience at a company that made you think “Wait, what?” Real World Story: A friend of mine relayed the following story: “My husband and I were going to one of our favorite restaurants, Café Zupas, in Salt Lake City, Utah. The restaurant serves homemade soups, salads and sandwiches. We arrived […]

Tips and tricks for using Live Chat for customer service

Think about how you used to get your questions answered: You might have stopped in a store, especially if you had to make a return of a product. You could have called—especially helpful if you just wanted to understand how something worked. You might have written—but then as technology progressed you possibly could have emailed […]