Good timber
According to a study by J.D. Power and Associates, when a hotel guest’s problem is resolved perfectly, it results in overall satisfaction averaging 80.7, compared
September 13, 2011
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Delta connections
Typically, when you think of airline connections, you think of events that occur between departure and arrival at your final destination. But there’s another type
February 15, 2011
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
August 6, 2010
Owning a problem is the first step towards resolution
Studies by J.D. Power and Associates and others suggest that customer loyalty may increase when problems experienced by customers are resolved to their satisfaction (or,
July 22, 2010
Problems may bolster satisfaction
Time and again research confirms that customer encounters in which a problem is resolved quickly and efficiently receive higher satisfaction scores than situations in which
February 8, 2010
