Getting (Dis)Connected

Convenience is a great value to offer your customers, especially in today's busy world. But convenience is measured by your customer's experience, not by your explanations, justifications or packing lists. The smallest missing item...

Ban the Internal Customer

Internal Customer’ is a phrase often heard in business. Usually this refers to one department (the internal customer) receiving work from another department (the internal supplier).

You're as Good as Your Weakest Link

I flew to Fiji from Singapore via Australia, requesting vegetarian meals throughout. But not a single vegetarian dish was provided.

Developing an Eye for Detail

I flew Business Class on one of the world’s largest airlines and found myself in a chair padded for pleasure.

Never on a Sundae

I was passing through Kuala Lumpur International Airport (KLIA) in Malaysia, returning from a live web-cast presentation on a new e-learning channel.

Who Put Sand in the Grease

The world is racing towards seamless commerce and instant communications. Fast computers and networks provide the grease.

Hertz Rent-a-Car in San Francisco

I called Hertz Rent-a-Car, where I am a member of the 'Hertz Number One Club' for frequent travelers. I planned to use an award coupon for one free-day rental from American Airlines and additional award coupons for two more free days from United Airlines.

Your Goodwill Has Expired

Alice's prepaid telephone calling card said 'Expires August 31, 2001' on the back.

Please Drive Around Once Again

In Australia, Matt and two friends went to a fast-food drive-through for lunch. They wanted three separate orders as there were three in the car and no one had exact change.

Hospitality Promotional Products: Customer Appreciation at Its Best!

Creating and maintaining customers is the key to success in the $460 billion dollar hospitality industry. One way to create and maintain customers is to offer hospitality promotional products. They are a cost-effective medium that say, “We appreciate your business.” Customers want high levels of service and the hospitality industry is all about service – quality service to its customers.

So, Your Customer Has A Complaint - Part 1

Your customer has a complaint or problem with your company's service or product? What should you do about it?

800 Number Directory Helps Take Care Of A Baby

You are always sure to find an endless amount of stores on the internet, but calling them to find out information isn't always feasible. Many of them do not have 800 numbers, or a toll-free solution to reach them.

Customer Service – The #1 Secret Weapon of A Successful Small Business!

Do you spend enough time thinking about how you can improve the level of customer service your business is providing? Read this article and then answer this question again.