Customer Service Blog Posts

  • Win-win
    on Jun 27, 2015
    Airlines, similar to hotels, sometimes overbook their flights. Usually there is a percentage rate of clients who do not show up. But every rule has an exception.Could be an unpleasant scenario- but I loved how Lufthansa deals with it. In a short peri...
  • They are not very friendly here
    on Jun 16, 2015
    Weihenstephan, FreisingIt is already a tradition to go with the guests visiting us in Freising to the  restaurant of the oldest brewery in the world . The place has a special flavour. Very spacious, traditional and positively loud with happ...
  • "I will make an exception for you"
    on Jun 11, 2015
    Same words may evoke different feelings. It all depends on the tone of voice and the expression they are pronounced with.  Example: To assure a standard level of service and higher efficiency companies set rules and procedures. But if a sit...
  • Lost and Found
    on Jun 10, 2015
    Case A: In January my parents were on vacations in Czech Republic (Marianske Lazne), and one of the days made a city trip to Prague. It was beautiful and sunny. Only few days later, on the way to Moldova, my mom realised that she lost her sunglasses,...
  • The person in front of youWhile mostly focusing on how we are being treated as clients it is worth looking at our interactions from another side as well. How do we treat the people offering us a service? Do we take any time and emotional effort to make those who take care o...
  • Making the best choice
    on Jul 14, 2012 in professional help choice advice questions
    The famous Jam experiment is frequently used to prove that too much choice makes customers unhappy. But maybe, the problem is not about having too much choice, but rather having too little chance to learn about the options.In a big variety of choice,...
  • Customer-Centric Journey
    on Jun 18, 2012 in relationship customer centric
    Customer centricity… Almost every business claims to be customer centric. This is one of the terms which almost everybody uses, but very few can tell what does it really mean. A very good explanation and a tip to find out, how customer centric your...
  • Transfer service... and a bit more
    on Mar 28, 2012
    Madeira is a wonderful place to visit and spend holidays. Andwhat absolutely adds to the experience there are the local people. For manyyears the main income source on the island is tourism. As a result it has anamazing service culture! It started wi...
  • Interview: Helping customers to avoid wrong choices
    on Feb 11, 2012 in help Trust solution advice shop
    A photographer (http://fotto.be/), an artist, a traveller, a dreamer….  and a sales person in a travel shop-Taking in considerations everything you do, what brought you to a travel shop?-Well, I understood for me that I need time to develop as...
  • Cut services to “punish” customers
    on Jan 18, 2012 in reaction story
    During the session of Interactive Marketing Steven Van Belleghem  shared a small story:“Talking about a simple example: car wash. I must admit that once in a while, after I go out of the wash tube, I take a towel to keep the car clean and...
  • Kind "services" every day
    on Dec 21, 2011 in help kind friend
    Customer service is automatically associated with business environment.  We think of clients, suppliers, employees, value, profit, loyalty etc.But in fact we offer services every day to so many people who are not our clients at all. We support&n...
  • Listen and act (dealing with complaints)Pretty often we lose a customer without a visible reason. At least we can’t see it.It happens because we did not make the effort ask the clients for opinion. And they did not bother to tell us. They just decided not to come back.If your customers t...
  • Don’t close the door in front of a friend
    on Oct 31, 2011 in support help care deliver friend different
    We use to say/hear: client is our boss- meaning that we “have to” serve him/her… It’s our job, our duty.  It is not fun, just routine.Why not change this attitude? Why not treat your client as your friend or guest? We treat them in the b...
  • Deliver Wow through ServiceZappos is an online shop, famous for its customer service, for its transparency and open communication. Zappos acts, grows and develops based on 10 Core ValuesAnd the first one of them is Deliver Wow through Service.“You must do something that's ab...
  • A bit different
    on Oct 18, 2011 in detail care special client
    Customers’ experience is greatly influenced by the small things and details companies offer.We all go shopping; go out to spend our free time to different places. But usually we prefer Some places and go there more frequently – because they...
  • Because they love it
    on Sep 15, 2011 in help attached
    I am really impressed how much people are willing to devote their Free Time to others. Just because they want to help, just because they want to leave a good impression….Simply because you are a tourist, and they want you to remember them as w...
  • Dealing with complaintsSome 2 weeks ago I had for the first time the nice experience to write a complaint. The heel of my new shoes broke in 2 not very attractive pieces J  No doubts I was very disappointed… So… I went to the shop: guessing what explanation would...
  • A hotel is a “home away from home”
    on Jun 11, 2011 in hotel problems experience smile
    Wojciech Debski shared his philosophy on successful hotel management.He was associated with the Marriott in 1989 – 2001.He has worked in countries such as USA, Bermuda, Mexico, Costa Rica, the Netherlands, managed hotels in Kazakhstan and Poland.Cu...
  • Recipe for a fantastic restaurant
    on May 11, 2011
    Recently I visited a very nice restaurant. It was full, but still had the nice, calm and relax atmosphere; very friendly and helpful staff. It was a great experience. The first thought was: great job, I would like to talk with the manager of the plac...
  • Thank you for great service!As clients we always expect a good approach, attention, and professional help. However we know this is not a must. This knowledge is based on our past experience. Often we remember negative incidents much stronger, and recall them easier. With this b...
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