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Airlines Caribbean Customer Service Employees Service Excellence Service Failure Service Recovery

Handling an irate passenger

August 25, 2015September 22, 2021Michelle L. McDonald

Recently I was on a flight in the Caribbean and witnessed an incident involving a non-Caribbean family and a Flight Attendant. I observed how it was handled and will share…Continue reading<font size="4"><strong>Handling an irate passenger</strong></font>

Employees Engagement Learning & Development Online Learning

Free Online Learning Resources

June 17, 2015September 22, 2021Michelle L. McDonald

A few years ago, a friend mentioned some websites where good quality courses could be found in just about any subject. Best part is, they are free! Have you heard…Continue reading<font size="4"><strong>Free Online Learning Resources</strong></font>

Caribbean Employees Service Excellence Service Failure Service Recovery Training

Responsiveness

April 16, 2015September 22, 2021Michelle L. McDonald

One of the five dimensions of the SERVQUAL model of Service Quality is Responsiveness. The usual explanation of this dimension is “the willingness to help customers and to provide prompt…Continue reading<font size="4"><strong>Responsiveness</strong></font>

Engagement Motivation Productivity Training

Do You Care About Your Career?

April 5, 2015April 5, 2015Michelle L. McDonald

I was going through some picture files on my phone and found one I had taken of a magazine article from a Self magazine entitled “The New Ambition”. Not sure…Continue reading<font size="4"><strong>Do You Care About Your Career?</strong></font>

Productivity Project Management Technology

The Unofficial Smartsheet Guide To Being A Project Manager

February 28, 2015April 5, 2015Michelle L. McDonald

I haven’t done Project Management certification, however, from many years working on Conferences, I am realizing that I learnt many project management skills there. Recently, I have been exploring technology…Continue reading<font size="4"><strong>The Unofficial Smartsheet Guide To Being A Project Manager</strong></font>

Customer Service Food Jamaica Service Excellence Uncategorized

Another good Customer Service experience

November 22, 2014November 22, 2014Michelle L. McDonald

I like to recognize when companies give service. Have you ever tasted Walkerswood products? They are divine! I used to buy another brand of Jerk Seasoning until a friend said…Continue reading<font size="4"><strong>Another good Customer Service experience</strong></font>

Beauty Customer Service Service Failure Service Recovery

Service Recovery

November 16, 2014April 5, 2015Michelle L. McDonald

I first heard this terminology while doing my Masters at the University of Surrey in the UK. That, and Service Failure. Since then, I have tried to observe situations where…Continue reading<font size="4"><strong>Service Recovery</strong></font>

Customer Service

Celebrating Customer Service Week

October 7, 2014April 5, 2015Michelle L. McDonald

Yesterday marked the start of Customer Service Week globally. In challenging economic times, service is one aspect of an organization’s operation which will help it to differentiate it from competitors.…Continue reading<font size="4"><strong>Celebrating Customer Service Week</strong></font>