The just-launched site, iLearningGlobal (iLG), is a great training tool for corporate employees, small-business owners, and individuals interested in sharpening their skills. It is an amazing way to learn from some of the world's greatest minds in success,...
Grow Your Key Talent Blog
Do your staff head off customer upsets?
I'd stayed at the Bejaya Time Square Hotel on my last visit to Kuala Lumpur a few months ago. It's a nice business hotel attached to a very large mall. My previous room was a junior suite with a small kitchen area and living room, and Internet access via a DSL cable....
Amara Hotel exemplifies superior service
Some hotels claim to have superb service. Others actually provide it. Here's an example of some of the outstanding service I received on my recent stay at the Amara Singapore. Arriving at 6:00 a.m. from my overseas flight, I was informed I needed to check back at...
Do you trust your customers?
In a recent vacation to Lake Placid, NY, I was taken down a winding country road to South Meadow Farm. We entered the small room attached to the barn which displayed a large variety of local food stuffs. We were tempted by shelves of maple syrup (light-, medium-, and...
Do your staff understand the customer experience?
Are your staff putting themselves in your customers' shoes, thinking through the customer experience? Does your staff help your customers save time, money and aggravation, rather than causing more of these? Twice recently, with two different reps at my travel agency,...
Singapore Airlines again shows stellar service
Today I expected the brief 1-hour flight from Penang, Malaysia to Singapore to be uneventful. Instead, however, I was treated to anther example of Singapore Airlines above-and-beyond service. The flight was reasonably empty, so I took the opportunity to ask the lead...
Bully Free At Work: Surprising Facts You Need To Know About Workplace Bullying
Today our posting is by guest author Valerie Cade, who is a world-wide authority and speaker on workplace bullying and author of Bully Free at Work™. Since some upset customers are bullies, we thought this article would be useful to you. _________________ Many people...
What’s your definition of above-and-beyond service?
My friend, internationally acclaimed concierge-level service speaker Holly Steil and I were talking about what constituted world-class service. I had just returned from Malaysia and Singapore where I stayed in 4- and 5-star hotels. I gave her a few examples of what I...
How do your people react to dissatisfied customers?
I was returning the $200 Z-Coil sports shoes I thought would help my heel pain. I'd purchased them the previous week with the provision I could return them with no restocking fee if my physical therapist didn't approve of how they supported my feet. It took me a few...