Category: Employees

Business Caribbean Customer Service Employees Learning & Development Training

Business owners…..Make your employees soar. Train them!

June 18, 2023June 18, 2023Michelle L. McDonald

As the description in this video says, well trained and knowledgeable employees make all the difference to a business’ revenue and profit. It’s no wonder that the best companies have…Continue readingBusiness owners…..Make your employees soar. Train them!

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>

Caribbean Customer Service Employees Engagement Motivation Training

Do you say any of these to your employees?

April 20, 2014April 20, 2014Michelle L. McDonald

Entrepreneur magazine published this article by Lindsay Broder which discusses 7 things you should never say to your employees. Be honest. Have you ever said any of them in the…Continue reading<strong>Do you say any of these to your employees?</strong>

Airlines Caribbean Customer Service Employees Training

Empathy in Customer Service

April 16, 2014April 16, 2014Michelle L. McDonald

I was on a flight within the Caribbean, and observed a very interesting exchange between a Flight Attendant and a young mother, which could be used as a case-study in…Continue reading<strong>Empathy in Customer Service</strong>

Employees Engagement Motivation Productivity Training

Increasing Productivity, Motivation and Engagement

March 6, 2014Michelle L. McDonald

All companies want to get the most out of their employees. That means ensuring employees want to be at work, fully committed and operating at maximum capacity. This article gives…Continue reading<strong>Increasing Productivity, Motivation and Engagement</strong>