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Many corporate leaders and employees have the right intentions, but it can be overwhelming when you consider how everything is affected from leadership styles, to organizational structure, to employee engagement, to customer service an marketplace.
The most important thing you can do is make the distinction between customer service and guest hospitality. You need both things to thrive, but they are completely different.
I was working in customer service and had a verbally abusive boss. One day, I decided to quit and pursue my acting passion with everything I had. One week after quitting, I booked 'One Life to Live.'
When a positive exchange between a brand and customers becomes quantifiable metrics, it encourages brand to provide better service, customer service to do a better job, and consumers to actively show their gratitude.
Companies are starting to measure how effective their customer service is and trying to understand what they can do to improve the customer service process.