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, […]

The Customer Service Way of Indian Hospitality

Real World Story: I just spent the last 10 days in southern India. During this second time that I’ve visited this country, I paid particular attention to the customer service at a variety of establishments, including hotels, entire villages, and even a world-renowned eye care hospital named Aravind Eye Care System. What I found was […]