Dr. Fred Mayo discusses encouraging curiosity and building a classroom culture that fosters discovery.

By Dr. Fred Mayo, CHE, CHT

Dr. Fred Mayo illustrates the importance of attitude and behavior when resolving customer service issues. Did the server thank the complainer?

By Dr. Fred Mayo, CHE, CHT

Strategies for encouraging positive attitude include illustrating case studies, demonstrating a positive attitude yourself and sharing quotes about the value of a good outlook.

By Dr. Fred Mayo, CHE, CHT

Dr. Fred Mayo discusses evaluating students’ customer service skills by determining precise skills to assess, evaluation approaches, and methods to effectively communicate feedback. An added bonus: an online rubric.

Dr. Fred Mayo, CHE, CHT

Assignments like student-created customer service training manual or role playing help instructors teach customer service excellence.

By Dr. Fred Mayo, CHE, CHT