"Blind spots can sabotage the thinking of even the most well-versed and experienced experts. Here are five areas I've seen expert advice in customer service and customer experience go off course from time to time ..."
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Customer service in tourism
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Scoop.it!
"Avoiding some simple mistakes can make sure your safari features just the right level of adventure ..."
Leona Ungerer's insight:
Perceived risk 
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Study unit 6: Service strategy. Customer research: Frontline employees often know a lot about customers. Study unit 3: The tourist as human being. 3.3 Perception (importance of first impressions). Study unit 13: Technology and interaction (13:4 Telephone etiquette, last impressions, ending a call on a positive note).