Guest Service

Congrats to the W 116th St post office worker--who just yelled at all the patrons--for her contribution to the death of traditional mail.

A tweet from one of my favorite "Jersey Boys"

In a recent Legendary Service course, one of my participants—we’ll call him Chad—wondered aloud if leaders ever adhered to the same standards they continually ask of their service providers. When a...

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.

Many firms assume that customers can do just one thing of real significance: buy their products and services. It's time to seriously challenge that assumption, as many companies are doing by looking to customers to fuel their growth engines.

Great customer service is fashionable these days. Everyone wants to be the Zappos, Hilton, or JetBlue of their own industry.

The reality of the customer relationship is that the two parties are not on equal terms.

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..