During a beach resort holiday with my wife in Langkawi, I experienced first hand the wonders of great customer service. In addition to lazing around the pool, catching up on a few books and trying (unsuccessfully) to master the art of windsurfing, we sampled the fresh and exotic food on offer by the various restaurants on site. The waitress in the courtyard restaurant was polite, attentive and provided us with excellent suggestions. Given the remoteless of the island, most of their vegies and p... [More]

Customer satisfaction. A simple enough concept to contemplate, yet how many of us truly understand it enough to conquer the complexities surrounding it? To achieve customer satisfaction, one must first learn what it is that a customer is wanting and how best to achieve delivering that to them. In order to do this, perhaps management should consider business not from a sales, marketing, financial, or economic perspective (although all still important), but from the perspective of their particular... [More]