Category: Service Excellence

Emotional Intelligence Performance Productivity Service Excellence

Redundancies…will you survive the cut?

Michelle L. McDonald

The news that a large call centre in Jamaica closed two of their locations led me to ask readers this question. Companies undergo a redundancy exercise for many reasons. Whatever…Continue readingRedundancies…will you survive the cut?

Barbados Coronavirus Pandemic COVID-19 Service Excellence Travel Travel during COVID-19

Travel during COVID-19: Barbados, Jamaica, Grenada

Michelle L. McDonald

January 3, 2020….that was the day I arrived back to Grenada from my usual Jamaica Christmas vacation. I had expected to next be there in July 2020, to celebrate my…Continue reading<font size="4"><font color=#562a0b><strong>Travel during COVID-19: Barbados, Jamaica, Grenada</strong></font color></font>

Bank Caribbean Customer Service Emotional Intelligence Grenada Jamaica Service Excellence Skills Training

Service requires empathy…..and patience!

Michelle L. McDonald

It was the typical scenario…..peak period in the bank and only 2 Tellers out of a possible 5 working. There was a Greeter who was asking people in the packed…Continue reading<font size="4"><strong>Service requires empathy…..and patience!</strong></font>

Customer Service Service Excellence Training

Kudos to Automotive Art for excellent service 👍🏼👍🏼

Michelle L. McDonald

As a trainer, I view service interactions through a critical lens. Did the attendant greet me first? What is their non-verbal communication conveying? Do they need training? The employees of…Continue readingKudos to Automotive Art for excellent service 👍🏼👍🏼

Customer Service KFC Service Excellence Service Recovery

No-hassle Customer Service

Michelle L. McDonald

It is so refreshing when service organisations offer no-hassle customer service. I recently ordered and paid for a three piece KFC combo from the store in Grand Anse in the…Continue reading<font size="4"><strong>No-hassle Customer Service</strong></font>

Airlines Caribbean Customer Service Employees Service Excellence Service Failure Service Recovery

Handling an irate passenger

Michelle 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>

Caribbean Employees Service Excellence Service Failure Service Recovery Training

Responsiveness

Michelle 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>