Chinese hospitality continues to define the future of air travel

Accepting a record-breaking eighth consecutive Skytrax 5-Star Airline Award for quality, general manager of cabin management of Hainan Airlines, Wang Qi, tells Dialogue what it takes to deliver tip-top service at 37,000 ft The trophy cabinet at the headquarters of China’s largest civilian-run airline, Hainan Airlines Holding Co., Ltd, holds more stars than in the sky above Beijing. … Read more

Bring them back: the secrets of customer service excellence

  Only companies that grasp the new dynamic between business and customers will succeed in the modern world, writes Jo Causon Imagine you walk into a shop and see a beautiful suit that is half price and in your size. As you take it off the peg you encounter the surly glare of a bored shop assistant. Instead of helping you … Read more