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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