Category: Service Failure

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>

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>

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>