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Category Archives: customer service

Open Kitchens in Restaurants Increase Guest & Employee Satisfaction

Recent research findings reported in a September 2014 Harvard Business School Working Paper show the value of open kitchens in foodservice facilities and restaurants . . . Continue reading

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Why aren’t you listening to me?

It’s the frontline staff that gets the feedback from customers. It’s just downright stupid for companies to block that communication channel and wait for customers to directly communicate with management. . . What a missed opportunity for companies . . . Continue reading

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The Architects of Service

Poor customer service experiences are often not the fault of frontline staff, rather the blame falls on the architects of service who design the customer service procedures, staff training programs as well as the actual physical facility. Continue reading

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It’s All About the Expectations

Give Your Customer the Minimum They Expect During Every Encounter With Your Business (Nothing more and Nothing Less) Continue reading

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