Guest Service

Losing a single customer means you're losing money, but what is the real cost of losing a customer? Find out on this article by Paul Uduk , Nigeria's leading customer service learning and performance consultant...

There are jerks, and then there are jerks.
Joel Anaya has given them a fair amount of study, focusing on that very special jerk who can take a routine service experience -- dining out, paying at a cash register, air travel -- and make it a nightmare.

From fried chicken and burgers to pizza and ice cream, which fast food places are customers most satisfied with? A recent report asked consumers just that and the results might just surprise you.

We may be living in a service economy, but you’d never know it by the level of service that customers receive. Service, in a word, sucks. That at any rate is the headline from the latest American Express Global Customer Service Barometer.

Employee happiness is becoming a hot topic among CEOs and in boardrooms, and it's about time.

The notion of going above and beyond customer needs is so entrenched in organizations that managers rarely question it. But delighting your customers may be a waste of time and energy.

Pastor Danny Wood of Birmingham, Alabama ordered flowers for his wife from an outstanding organization. How do we know it’s outstanding? By the actions of the people who work there, of course!

Have a question about a product you need answered? Well, chances are you won't get much help by posting it on the retailer's Facebook page.

Customer retention is important to the long –term success as the cost to gain a new customer is anywhere from 5 to 10 times the cost of retaining an existing customer. Here are 5 keys to keeping your customers...

Micah Solomon’s new book, High-tech, High-touch Customer Service, is all about how to inspire timeless loyalty in the demanding new world of social commerce -- one where businesses today face the increasingly challenging world of customer interactions, both online and off.

If you want to hire the best customer servoce people, a Competency Based Assessment is by far the most effective and accurate way.

Good points:  Almost true -- actually performance-based hiring is competency-based 2.0!

Last week I had the privilege of staying at the Hyatt in Denver for the ASTD International Convention.  I was a bit tired upon arrival as I had just flown in from a speech in Edmonton, Canada. My ...

I think this calls for the "Spirit Rule" of Guest Service.  Make sure NOBODY ever makes a decision/says something/... that ends up with 30,000+ people ripping you on Facebook.

Spirit Airlines is standing by its non-refundable ticket policy despite a Florida man plea’s for an exception due a comprised immune system related to esophageal cancer, the airline announced Monday.

Would you ever say NO to a customer? Here’s one time you should..

5 Simple Ways to Thank You Customers. With a little extra effort, you can show your customers you care, build loyalty, receive referrals, and ultimately grow your business.

Myths to great customer service exist because something worked somewhat well for some organization once and that single success story gets repeated over and over again, generalized and exaggerated along the way until people began to think it was a...

THE CHALLENGE: Consumers have shifted from being passive recipients of push marketing to selecting companies who seek their voice and reflect their input.

Customers are the essential component of every business. No customers, no revenue, no capacity to pay expenses. How you treat customers and the population of not yet customers will drive your business going forward.

Most universities, colleges and management programs don't teach enough about customer service management. Is it any wonder customers are so dissatisfied?