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Delivering Happiness

August 9, 2012
Marc Antosch , The Maui Weekly

Everyone has his or her horror story of a terrible customer service experience. Whether it is a crabby restaurant server, rude retail clerk or an unsympathetic airline agent, it's no secret that bad service can drive customers away. Yet on the flipside, exceptional service creates powerful relationships built upon trust, loyalty and satisfaction that can withstand the test of time.

Not too long ago, I returned from Sumbawa, Indonesia, on a four-leg journey home through Bali, Taiwan and Japan. I was astounded at the simple acts of kindness I experienced along the way. From extra free tokens to use a crazy-awesome massage chair in the airport, learning Kanji during a layover, personally being escorted to transfer shuttles to being graciously sent off with waving hands by airplane ground staff during our runway taxi, it was those little interactions that made me feel special and valued, making it more likely for me to return or share my positive experiences with others.

Keep in mind that these are non-tipping societies. They find motivation and pride in a job well done. It is that same sincerity and aloha that exists here on Maui, yet sometimes there is room for a little improvement.

Article Photos

EdVentures on Maui
Marc Antosch

Tony Hsieh, the CEO of Zappos, propelled his company to a multi-million-dollar enterprise by realizing the importance of exceptional customer experiences and "Delivering Happiness" (the title of his latest book).

His principles are focused around allowing his employees to create a sense of control, recognizing progress, instilling meaning in their work, and developing a connection between other employees and customers.

It may sound elementary, but you will be impressed at the results gained after this four-hour class on Aug. 30--"Delivering Happiness"--taught by the Office of Continuing Education and Training Director Dr. Lori Teragawachi.

Register today, as space is limited. Call 984-3231.

Call 984-3231 or visit to find out more.



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