“A prostitute is a Black Woman?” Unpacking the Bias in customer Service
The Incident That Unfolded “A prostitute is a black woman wearing a skirt and high heels.” He sat down, and […]
Customer Service, Hospitality
Screaming volumes without saying a word!
His body told me everything he dare not verbalize. His posture, facial expression and general mannerisms all indicated that he did not want to be there, listening to or dealing with my problems. Yet he never spoke a word.
Customer Service, Hospitality
Service Recovery: Turning Missteps into Opportunities
No matter how well-prepared a company is to create a customer-centric environment, customer dissatisfaction can still occur. This is inevitable because every customer has unique preferences. Service failures may not always be the direct fault of the organization; sometimes, a customer’s preferences can be so specific that the company cannot fully satisfy them.