The Hidden Currency of the Service Industry We are obsessed with metrics, margins, and measurable gains but the service industry still operates on something far more human: moments. Moments that soothe tension, lift spirits, and transform ordinary transactions into memorable experiences. And at the heart of these moments sits a paradox so simple yet so powerful: Kindness costs nothing, but in the service industry, it is absolutely priceless. The zero-cost investment with infi

In the dynamic and unpredictable realm of the service industry, where first impressions reign supreme and emotional intelligence is invaluable, understanding people is crucial. Whether managing a front-of-house team at a luxury hotel or running a customer support centre, the ability to connect with clients and colleagues on their wavelength can be the difference between chaos and excellence. Enter Surrounded by Idiots by Thomas Erikson, a ground-breaking behavioural science b

In the world of customer service, culture isn’t built overnight,  it’s shaped by a thousand small choices made every day. One of the most defining of those choices is what we choose to celebrate, and what we choose to tolerate. As the saying goes: You get what you celebrate, and you get what you tolerate. This powerful idea should guide every customer service leader aiming to build a high-performing, values-driven team. Let’s explore what this means in practice. The power of

In business, leadership and customer service are often viewed as complementary forces, working toward the same goal of organisational success. However, an underlying tension exists between these two domains, one rooted in authority and strategic oversight, the other in empathy and customer satisfaction. Understanding this delicate balance is essential for sustainable growth and long-term customer loyalty. The dichotomy: control vs. compassion Leadership thrives on control, se

As a service contractor, you’re bound to encounter challenging clients. Whether it's unrealistic expectations, constant demands, or late...

In the client-service industry, staff are often depicted as the modern-day Samaritans, patient, accommodating, and infinitely polite. But...

In any business, every team plays a crucial role in driving success, but customer service teams hold a unique position. As the primary...

Starbucks is famously the land of endless customisation. According to the coffee giant, there are over 170,000 possible drink...

More than ever, delivering exceptional customer service is a hallmark of success. Companies often strive to exceed customer expectations,...

Food waste is a significant global issue with both economic and environmental consequences. Each year, an estimated 1.3 billion tons of...

Cutting-Edge Applications of ChatGPT-4.0 As the hospitality industry continues to evolve, the integration of advanced AI tools is...

In an age where self-promotion and personal success are often glorified, the essence of service can sometimes be overshadowed by...

In the professional corporate world, customer service interactions can range from addressing the needs of a C-suite executive in a...

Amid the frenetic pace of current business dynamics, a delicate dance unfolds daily between leadership and customer service. This...

In the modern competitive corporate landscape, providing merely adequate service is no longer sufficient. Companies are increasingly...

When it comes to global hospitality, one nation stands out for its distinctive approach to customer service: Japan. Rooted in...

In the wake of the Covid-19 pandemic, businesses worldwide have been compelled to reimagine the traditional office space. As remote work...

In the orchestration of exceptional customer service, there exists a symphony of skills, traits, and strategies that, when harmonised,...

Communication is a vital aspect of personal and professional relationships, and email is a common medium for exchanging information....

Service contractors may disappoint their clients for various reasons, and these issues can arise at different stages of the service...