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Tag : customer service

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How Engaged Are Your Employees?

December 5, 2018

By Jana Love When evaluating an employee’s performance, it is also important to reflect on how they are being treated. The way in which an employee is...

Condition Your Reservations Team so That When They Hear “Ring-Ring” They Think “Cha-Ching!”

November 27, 2018

By Doug Kennedy When you speak with marketing and distribution executives these days, everyone seems obsessed with increasing direct bookings and reducing the...

5 Steps Great Leaders Take to Help Employees Recover After a Difficult Customer

November 26, 2018

By Adam Knight From time to time in any customer facing business, employees will be faced with someone that truly brings them down. Oftentimes customers...

Giving Thanks Isn’t Just “Thank You”

November 21, 2018

By Katie Scheer It's an obvious and fitting time of year to discuss "giving thanks." It's certainly a time of reflection as we pause and...


October 26, 2018

By Jana Love As we wrap up the third step in the Sales Process Series, your number one goal in sales is to gain commitment from the customer....

Sense of Place Has a Human Side

October 24, 2018

By Larry Mogelonsky, MBA, P. Eng. ( Too often when we refer to the concept of a ‘sense of place’, our thoughts tend to drift...


October 2, 2018

By Jana Love Are you ready to explore the next significant step of building a successful sales conversation? Knowing the steps to take to move the call along...

What Four Things Impact First Impressions?

September 20, 2018

By Katie Scheer First impressions are paramount since they are highly accurate; how you are instantly evaluated can make or break your success. And you have...

The Profession of Hospitality: Enough With Elites, Welcome Entrepreneurs!

September 11, 2018

By Georges Panayotis The entire profession agrees that the sector is short of manpower. Very often, restaurants, bars, hotels are unable to find...


September 11, 2018

By Jana Love Let's get knee deep into the fundamentals of the Sales Process. This new blog series will take the components of the sales process a little...

Loyalty Begins With a Smile

August 22, 2018

How a trip to Budapest reignited my love of travel By Alan E. Young, CEO, Puzzle Partner Loyalty begins with a smile. It sounds simple enough however it can...

5 Customer Service & Sales Steps to Success

August 22, 2018

By Katie Scheer You only get out of it what you put into it. So how much effort are you putting into making sure that your customer service and sales...

Don’t Blame Me. I Just Work Here

August 3, 2018

By Shep Hyken I can’t make this “stuff” up. It really happened! The other night I was at a very nice – and very expensive –...

Round 4: Your Customer Service Questions Answered

August 3, 2018

By Katie Scheer Are you ready for the 4th in this series?  Here we are covering topics of customer service efficiency, accessibility, and...

The More You Give the More You Get

July 25, 2018

By Shep Hyken There is an old saying: It is better to give than to receive. The interpretation of this is that giving is an act of kindness. There is...

Train Your Front Desk Colleagues to Be “Memory Makers”

July 24, 2018

By Doug Kennedy The front desk colleagues at your hotel are creating first impressions that set the tone for the entire guest’s stay every shift, every...

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...

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