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Take charge of customer perception

I was recently trawling TripAdvisor reviews for a client in the Caribbean when I came across a 3-star (out of a possible 5 stars) review titled, “Best location, wish they maintained it well.” The reviewer went on to criticize the hotel’s “un-manicured” and “poorly maintained” grounds, implying that management was

November 18, 2013

Exceptions require exceptional customer service

Have you ever noticed the tendency of frontline employees to become defensive—even surly—when you bring a problem or misunderstanding to their attention? Unless your business has chronic, unresolved issues (in which case, you may want to update your résumé), problems and misunderstandings are exceptions. By definition, exceptions do not conform

August 6, 2010