Article: “Service with a smile fuels business success” (Feb.2006)

excerpt:
"Chris Hoveland, co-owner at the Chelsea, said customer service training has increased by around 30 percent since the restaurant opened. And, it apparently is paying off. The restaurant was selected as the winner of the Sun Journal Readers’ Choice Award for best wait staff.

Nationally, customer satisfaction had decreased by .8 percent in the past 10 years, a decline the American Society for Quality considers significant. It reports the lowest levels of satisfaction in service industries such as airlines, restaurants and cell phone businesses."

link: "Service with a smile fuels business success" by Lucie R. Willsie for Sun Journal Feb. 2006

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