Creating a Customer Focused Culture

By Posted on 20 January 2015

This article first appeared in Contact Center Pipeline, written by Susan Nash. Does your culture support the behaviors to deliver great service? There has been a lot of buzz lately about culture in the industry […]

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There is a Sense in India that Talent is Replaceable, and So Are Customers

By Posted on 17 January 2015

This article was first published by MINTASIA. Written by Preeti Dawra. Do cultures differ in how they define and deliver service? Different countries have different service standards and expectations. For example, Americans tend to be […]

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Helping Make the Cultural Shift in Large Organizations

By Posted on 17 January 2015

This article was first published by MINTASIA. Written by Preeti Dawra. Ron Kaufman on why companies whose cultures aren’t built around the eagerness to delight the customer won’t survive. few years ago, Air Mauritius struggled […]

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How Emotional Judo Can Help You Take Control of Every Conflict

By Posted on 17 January 2015

This article was first posted by INC. Written by Minda Zetlin, co-author of The Geek Gap. Falsely accused? Resist the urge to proclaim your innocence. It’s a situation most of us dread. You’re faced with […]

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LUX* Resorts & Hotels: The “Serving To Win” Webinar

By Posted on 29 December 2014

In early 2011, LUX* Resorts & Hotels (formerly known as Naiade Resorts) was in trouble – accumulating heavy losses, high expenditures and costs, unable to meet commitments. Three years later LUX* has rebounded with a […]

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There is a Proven Path to Service Excellence

By Posted on 29 December 2014

Yes, there is a proven path to Service Excellence. But following that path requires overcoming difficulties along the way. This short video shows the challenges leaders and companies must tackle when building a strong and […]

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The 4-Star Turnaround: How a Struggling Island Airline Revolutionized Service—and the Lessons YOU Can Learn From Its Story

By Posted on 29 December 2014

Two years ago, this island airline struggled with a $30 million loss, mediocre service ratings, and bad morale. Thanks to a dramatic culture shift, it’s profitable again and has earned the prestigious 4-star Skytrax rating. […]

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Service Culture Assessment: “Do You Have an Uplifting Service Culture?”

By Posted on 22 December 2014

Download Service Culture Assessment with 31 Insightful Questions Do you want to: 1. Dramatically improve service performance to customers and between colleagues? 2. Differentiate from your competition based on the quality of your service? 3. […]

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Six Service Recovery Secrets to Help You Bounce Back Higher

By Posted on 22 December 2014

Unhappy customers are opportunities, not hassles. Instead of looking at them as something you and your employees have to “deal” with, find ways to “bounce back” into unhappy customers’ good graces. Learn how several well-known […]

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Are You Hiring People with the Right Service Mindset?

By Posted on 22 December 2014

Download the UP! Your Service Guide to Interviewing for Service Excellence – with 25 Revealing Interview Questions. Hiring a new person into your organization, or choosing someone to promote in your organization, is one of […]

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