service improvement

Involve Your Internal Service Providers from the Very Beginning

Where is the right place to start a service improvement program inside your organization? The answer may seem obvious. You start with team members who sell to and serve your customers. After all, customers are the ones who buy your products and use your services. They come back when they are happy and complain when …

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From 2nd Class to World Class in 24 Months: How Air Mauritius Achieved the Skytrax “4 Star” Rating

Two years ago the national airline of Mauritius, Air Mauritius, was struggling with financial losses, poor customer service ratings, and low staff morale. https://www.youtube.com/watch?v=gYH6eM_SCUM&ab_channel=RonKaufman A new CEO and dedicated top team launched a bold attempt to achieve profitability and an impeccable service reputation in just two years. Their “7 Step Plan” included a variety of …

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Are You A Nice or Naughty Customer? Eight Ways to Be a Better Customer This Holiday Season—and Get Better Service in Return

Especially during the busy holiday season, customers wait on hold for an eternity. Complaints go unanswered. Salespeople and customer service providers seem more like Scrooge than Santa’s helpers. If you think customer service has taken a nosedive, you’re right, says Ron Kaufman—but there’s a lot you can do to change that. Read on for his …

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LUX* Resorts – Case Study in World’s Leading Services Marketing Textbook

LUX* Resorts: Staging a Service Revolution in a Resort Chain. LUX* is a successful hospitality group operating in the Indian Ocean as well as other locations. In its previous incarnation, the company suffered from poor financial performance, poor service quality and a weak brand. A change in the leadership of the company led the group through …

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How to Engage Your Leadership Team for a Successful Service Culture Transformation

Many senior leaders assume that service performance improvement only requires a front-line training initiative. This is a fundamental mistake. A strong and successful service culture demands the power of a senior leadership team that is fully engaged. Leaders must confidently share the vision, align with each other to remove roadblocks, reward ongoing success, and role-model excellent service behavior.

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