Only One Perspective That Matters: The Customer's
I recently watched a skillful manager at a Four Seasons hotel field a complaint from a guest who was hesitant about even bringing up her concerns. Guest (after describing a troubling interaction): “Of course, your employee may have a different perspective from mine on how this went down.” The manager’s immediate response: “Ma’am, as far […]
Only One Perspective That Matters: The Customer's Read More »