Thursday, November 3, 2016

Dr. Hudson adds some fizz to Pepsi’s service culture

As a thank you for delivering his seminar, Dr. Hudson was presented with this customized print by Pepsi

Simon Hudson was invited this week by Pepsi to divulge some of his secrets on achieving customer service excellence. He spoke to the company’s South Carolina Market Leadership Team about the importance of customer service for both the company and for employees, and offered some tips on how to exceed increasing customer expectations. Said Hudson: “It is nice to see Pepsi investing in its employees. So many companies just don’t understand the significance of customer service, even though we know through research that service excellence leads to higher profits and lower staff turnover.” Training is critical in achieving high levels of service, says Hudson. “Unfortunately, customer service training is often viewed as a cost rather than an investment. But customer service leaders like Publix, Disney, Chick fil A, Four Seasons Hotels, Apple and Nordstrom, all spend thousands of dollars on training each new employee in the art of customer service.”

In addition to running seminars on customer service, Dr. Hudson teaches an online summer course on customer service to our undergraduate students (HRTM 440) based on his popular book – Customer Service for Tourism & Hospitality, published by Goodfellow. 

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