Hospitality managers want every employee to provide high-quality service to every guest, every time. Just as…

We have been deliberating on customer service; it is more complex than many people think. You…

Customer service occurs by phone, email, live chat, social media, SMS as well as face-to-face. Regardless…

At the center of every service is the customer.  Last week’s feature was a tease about…

Services and tourism go hand in hand.  Many service organizations rightly believe they can be successful…

Over the years, I have had a few people nudge me, directing my attention to write…