„Nu irosi niciodată o criză bună”. Ce poate învăța România din succesul unor companii internaționale

Ron Kaufman emphasizes that economic crises can be opportunities for companies to invest in employee training and customer service quality. He cites Singapore Airlines' strategy during the COVID-19 pandemic, which focused on training rather than layoffs, leading to a competitive advantage post-crisis. Kaufman advocates for developing service improvement skills in students before they enter the workforce. He also highlights the success of Marina Bay Sands, which improved guest experience ratings through intensive employee training. Understanding customer concerns is crucial for enhancing service quality, and every employee plays a role in customer experience, not just those in customer service roles. Kaufman will return to Romania for masterclasses in October.