To be placed on our update list, and to receive free articles via email click here . If you are in the service or hospitality industry you KNOW what you are selling is customer satisfaction. Hotel's don't sell rooms or a place to sleep. They sell customer satisfaction and comfort. Restaurants don't sell food, they sell service, luxury and comfort.
Financial institutions sell service.
Because meeting the customer service challenge ins difficult. Of course it takes management commitment. That where we come in. We help prepare staff to deal with difficult customer, the hostile customer, or even worse that customer from hell who takes great joy in manipulating staff and management, as if it's some jolly game. In some cases, staff can create customer problems when none exist.