SAM Coverage
Elaine Carroll
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Telephone Trials
“If you know your party’s extension, please press 1. If you want this, press 2. If you want that, press 3. If . .…
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Customer Service: The ” R ” Word
The “R” word is one of the most ticklish issues for customer service people. Refunds, given or not given, cause the most controversy, the…
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The Case Of The Crazed Customers
It’s easy for ski area managers to support the good-customer-service formula: a smiling, friendly staff that treat skiers like guests. But what happens when…
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Making The Customer Connection
An eight-stop tour around the country, as a seminar leader for the Institute of Ski Areas Studies, opened a window to the policies and…