Tag Archives: service failure & recovery

An alternative view of how to handle complaints

I blogged about complaint handling on January 17 this year.  But I’ve just come across this article – ‘7 Science-Backed Strategies for Dealing with Angry Customers’.  What’s interesting is that my earlier blog also listed 7 things to do, so … Continue reading

Posted in Chap 09 Quality | Tagged , | Leave a comment

“Best ever complaint letters”?!*$%?

I’ve known about the ‘Virgin Atlantic: Mumbai to Heathrow Inflight Food‘ complaint letter ever since it went viral.  Indeed I used it in one of my classes.  But I have only just come across this website http://www.dearcustomerrelations.com, which was set up … Continue reading

Posted in Chap 02 Winning Customers, Chap 08 Queuing and customers, Sector: Hospitality & Tourism, Sector: Retail | Tagged , , , | Leave a comment

Digital innovation at Hilton

The Hilton chain of hotel brands is hoping that a number of digital innovations will “enhance the customer experience”, as explained in this article.  It has designed an app to support its HHonours loyalty programme that enables customers to choose … Continue reading

Posted in Chap 10 Processes and technology, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

The future of the airline passenger experience

Carl Gissing, Director of Customer Service for Thomson Airways, was interviewed recently at this year’s World Low Cost Airline Congress.  He addresses the following issues: the online experience for customers passenger expectations with regards to their travel experience emerging technologies … Continue reading

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Hyatt Guest Services Training

This YouTube clip could form the basis of a Tutorial Activity on customer service in three ways.  This is because the ten minute video is divided into three discrete sections, as follows: The first 2 minutes are taken up with Hyatt … Continue reading

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Why it takes 50 minutes longer to eat lunch in a restaurant these days

This article from the Chicago Phoenix website reports on what a New York restaurateur found when he reviewed video footage of his restaurant from 10 years ago, and compared it with what was happening now.  The full story is worth … Continue reading

Posted in Chap 07 Capacity and demand, Chap 08 Queuing and customers, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

‘The customer is always right’ v. ‘The customer is never wrong’

The BBC outline the background to an incident at a Sainsbury’s store when a sales assistant refused to serve a customer who was talking on her mobile phone.   Apparently the company has publicly apologised to the customer, but privately … Continue reading

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Crisis? What crisis?

I was struck by the contrast between two stories over the weekend.   In the first it seems that tourism to India is down by 25%; and in the second it seems that ready meal sales remain stable.   What, … Continue reading

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False claims about an order winner?

Two Korean car companies are having to compensate owners of vehicles because they claimed better fuel efficiency than was actually achieved.  Both Kia and Hyundai say that the claims were due to procedural errors at their test track in Korea.  … Continue reading

Posted in Chap 02 Winning Customers, Sector: Manufacturing | Tagged , , | Leave a comment

The magic of good service?

Before we start – there is no ‘magic’.  Providing good service is sheer hard work – every minute, of every hour, of every day by every employee.   This article in The Economist, that talks about the “magic of good service”, reviews … Continue reading

Posted in Chap 08 Queuing and customers, Sector: Energy & Utilities, Sector: Entertainment & Sport, Sector: Hospitality & Tourism, Sector: Public Services & Charities, Sector: Retail | Tagged , , , | Leave a comment