The Psychology of Service

Everyone thinks they know what they’re supposed to do to create a great service experience for their customers.  But do they know why doing those things are so important?  How do they affect the customer?  How should it make you feel when you do them right? 

By understanding the “why” behind service, it makes it more fun.  By modeling the behavior themselves, our ATD members will be more effective at teaching and improving service.  But the concepts center upon how you treat people, and considering these things can not only improve a company’s service, but your life enjoyment as well.

Kennon Wolff

B.A. Psychology, Theater minor – University of Pennsylvania

M.A. Organizational Psychology – Columbia University

Certificate degree in Conflict Resolution – Teachers College (NY, NY)

Formerly a Professional Actor

Artistic Director for Guam’s Peace Theatre Company

Was an international secret shopper and service consultant

Specialty is enhancing service and making hotels (or any businesses) into 5-Star hotels/cultures