Customer Service

TripAdvisor comes under attack from disgruntled restaurant operators

TripAdvisor admits to lacking customer service

By Lorraine Heller

The online review site TripAdvisor has admitted that its contact process for businesses to report fraudulent reviews has been lacking, as the threat of legal action still looms from disgruntled restaurant operators.

People 1st hopes to extend its training programmes to the travel sector

People 1st merger to align hospitality and travel training

By Lorraine Heller

The hospitality skills training group People 1st is considering a merger with its counterpart for the UK transport sector, GoSkills, in an effort to pool reduced resources and streamline customer service training efforts.

The indifference of one employee is the biggest reason that businesses lose customers


How to best measure customer service

Jules Murray, of sales and customer service consultants Spider on the Wall tells BigHospitality how restaurants, pubs and hotels can measure customer service in the most cost-effective and beneficial way.

Diners are more likely to talk about a bad experience than a good one

Service standards: Why is British service so poor?

By Becky Paskin

Britain may be the second most popular country in the world, according to the recent BBC World Service Country Rating Poll, but when it comes to delivering a warm, hospitable welcome, we rank just 14th.

Virgin's London Eye advertising campaign

Growing market share: top tips from Virgin Atlantic

By Lorraine Heller

Virgin Atlantic has grown in just over 25 years to become the country’s preferred travel brand. Here, the airline’s marketing director shares his top tips on how to grow market share and develop customer loyalty – a strategy he says is easily adaptable...