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

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

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

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

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

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