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Tag : customer service

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Are You Really Customer Centric?

July 5, 2018

By Jana Love Recently, I personally had a not even close to satisfying customer service experience at a place where they boast they...

Round 3: Your Customer Service Questions Answered

June 26, 2018

by Katie Scheer Here we go again!  Thrilled to bring you the third in this popular series. This time we are focusing just on customer service...

Update Your 800 Message on Hold to Encourage Direct Bookings and Cross-Sell

June 20, 2018

by Doug Kennedy  On many levels, marketing in the hotel industry has advanced rapidly, yet at most hotels and brands, the “message on...

All Customers Are Created Equal – Just Some Are More Equal Than Others

June 7, 2018

By Shep Hyken In 1945 George Orwell published the literary classic, Animal Farm, which was required reading in my middle-school English class. I always...

All Guest Services Staff Should Love Guests’ “Buts”

May 14, 2018

By Doug Kennedy Each month I get to travel the world and present 6 – 8 training workshops, many of which are for frontline staff.  It is a career I...

Please Use the “F” Word!!

May 8, 2018

By Roberta Nedry Relax! Not that ‘F’ Word! This ‘F’ stands for Feelings, which are critical to any service interaction or guest...

Hospitality Requires Stepping Into “Character” Like an Actor on a Stage

April 23, 2018

By Cathy Cook In the hotel industry we all know how important it is to deliver hospitality, which is the key to a positive guest stay. Otherwise we are simply...

Talent and Technology Go Hand-in-Hand in Contact Centers

April 16, 2018

Technology is transforming the way organizations interact with customers—but even the most promising digital tools still work best when paired with...

Does Your Hotel Have a Policy on Piercings?

April 11, 2018

By Larry Mogelonsky, MBA, P. Eng. ( Just over a year ago on Hotel-Online, I wrote about the need to put in definite terms what your hotel...

Finding & Recruiting Talent in Hospitality: Never More Than Two Degrees of Separation

March 19, 2018

By David Lund Finding good people in our industry is a tough job, especially in certain economies. It is extra tough when you are looking for a particular...

A Story of How Handwritten Notes Increase Service

March 14, 2018

By Larry Mogelonsky, MBA, P. Eng. ( On a recent domestic flight, I was surprised by a folded paper napkin handed to me by the flight...

Why I STILL Pick up Trash in Hotel Lobbies

March 14, 2018

By Cathy Cook I have worked in the hotel industry for 35 years (27 of them at Marriott International) where my mentors indoctrinated me to the philosophy of...

Why Customer Service Is the New Marketing and How Live Chat Makes It Possible

March 12, 2018

At any given moment, there’s a half dozen marketing buzzwords floating around in the advertising industry. We hear about growth hacking and gamification...

Hotel Guests’ Most Common Complaints and How to Prevent Them

February 21, 2018

People who travel often know that hotel service isn't always as seamless as they've grown to expect. Furthermore, people who do travel a lot tend to...

Get Your Hotel Operations Team Onboard The Tricycle of Guest Service

February 14, 2018

By Doug Kennedy As hospitality industry trainers know, using symbols and models can help trainees grasp abstract concepts and make seemingly-complex paradigms...

Tourism Tidbits: Customer Service: Going Beyond the Expected

February 1, 2018

by Dr. Peter Tarlow Leisure travel and tourism are all about turning dreams into realities.  Be it the traveler seeking adventure, spirituality,...

How is the Hotel Industry Using AI to Provide an Awesome User Experience?

January 29, 2018

by Mitul Makadia In the 21st century, industries that remain adamant about integrating new technological revolutions are most likely to regress in their...

The Staff Of Nizuc Resort Cancun Clearly Understands Where True Hospitality Starts - The Human Heart

January 17, 2018

By Doug Kennedy As a hotel industry sales and guest services trainer, on average I experience six or more hotel stays each month.  Although I have...

Why Your Guests Return, and Why They Don’t: Your Employees

January 10, 2018

By Chris Dornfeld Every company, to a greater or lesser extent, has to be about customer service. In the hospitality industry, it’s much simpler...

Customer Service & Sales: Be Authentic

December 13, 2017

By Katie Scheer Let's stop faking it. Deliver the customer service that you want to receive, and sell honestly in such a way that you would want to...

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