Who’s Telling Your Story?
Who's Telling Your Story? Sometimes people just need to vent. But when people don’t have the chance to vent after a really bad experience, their feelings of frustration and [...]
How To Get Your Employees To Stop Passing The Buck
You know the expression, ‘the buck stops here’? Wouldn’t it be great if every employee in every industry stopped passing the buck? Imagine, a world where engaged employees took [...]
When Things Don’t Go As Planned, Is Your Team Empowered To Make Things Right?
One of the problems with having scripts for employees to follow is that they won't know what to do when things go off script (as they often do). Will [...]
Service Recovery: It’s All About Heart
(A post by one of our ILS team members.) Service Recovery. In business, it’s a system to help employees correct customer situations that have gone wrong. At Integrated Loyalty Systems, [...]
If You Fall, I’ll Pick You Up
When my son was born, I was singing him a song called “The Horses” by Kenny Loggins. My father had come to visit and was listening from the other [...]
Service Recovery: Finding (and fixing) Your Mistakes
After nearly 20 years with the Walt Disney Company in Orlando and in Paris, France, Service Recovery has become second nature to me, and I am never surprised anymore. [...]