Many companies think they are providing good customer service, when, in actual fact, their customers are saying otherwise.
Three ways traditional big box hotels can compete with boutiques
Today’s travellers are looking for the unexpected and original. How can big box hotels grounded on traditional customer expectations now service the dynamic traveller?
The hybrid front desk
By Sandra Martinez: Adding kiosks will reduce the workload of the front desk staff, but that doesn’t mean they aren’t just as important as before. If anything their jobs should become busier.
Cornerstones of outstanding customer service
By Nick Bocock: CORE Service Principles identify the fundamental cornerstones of customer service delivery and provide customer service actions essential to the delivery of outstanding customer service.
4 simple ways to personalise your hotel’s customer service
The real key to giving your customers a pleasant stay is in making them feel at home, which you can do by personalising your customer service.
Excellent customer service is the cornerstone for hotels
The quality of customer service depends on subjective expectations and varies from guest to guest, so we need to provide special attention to the expectations we create and the way we manage them.
Send text messages to improve customer service
By Aileen Hoang: By implementing SMS based initiatives, you can develop deeply connected relationships with existing guests and leverage those relationships to broader market success.
5 best practices in hospitality customer service
The level of service your customers receive could mean glory or disaster for your business and so should not be overlooked.
Customer service phrases to avoid
By Steve DiGioia: I was always taught that customer service = the “cheerful giving of attention”. I doubt that these five phrases will make any customer very cheerful, yet we hear them all too often.
10 skills for customer service success
By Katie Scheer: Ordinary interactions only get you so far; memorable interactions create long-term customer relationships.
