The study examined more than 100 interactions and found that when airline staff were effusive in their apologies it actually diminished their ability to be efficient problem solvers.
Mark Hodson/Flickr
Restaurant tipping came to North America in the early 20th century and has become well-established here even as the practice is less common in the U.K. and Europe. Is it time to rethink it?
How not to handle it – British Airways have offered up a textbook example of getting almost everything wrong.
Customers who arrive on foot, by bicycle or by public transport contribute significantly more to the restaurant trade than the business owners realise.
Mik Scheper/flickr
A new study shows that restaurateurs would be better off advocating for better public transport access to their precincts rather than for more parking.
Jenni Henderson, The Conversation and Lucy Majstorovic, The Conversation
Business Briefing: being funny with customers
The Conversation16.2 MB(download)
New research shows that humour can relieve tension for employees and increase customer satisfaction, just don't make jokes when it comes to offering apologies!
Phone trees drive you mad? Just want to talk to an actual person? You aren’t alone – despite the fact that most customer service journeys begin with automated interactive voice response systems.
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Image sourced from Shutterstock.com