Episodes

Complaints = data! Chicken dish getting comped? Bad sauce alert. Talk to your team, check…

Ever heard of secret shoppers? They're undercover customers hired to evaluate businesses. Like a mystery…

Customer service training: It should always be extensive and constant. Practice makes perfect. Managers should…

Complaints aren't problems—they're opportunities! Learn how to build a service culture that thrives on feedback.…

Master service recovery: apologize, show empathy, and offer tangible compensation. Turn complaints into opportunities to…

Booked a hotel? Don't leave money on the table! Check prices one month and two…

What does fast service really mean? It's about empowering employees to solve problems quickly and…

Service recovery: When things go wrong, how do you fix it? Empathy and understanding are…

Service recovery failing? Comp the dish. It's symbolic atonement—turning intangible frustration into a tangible solution…

Discover effective ways to gather customer feedback! From comment cards to social media, learn how…