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Tag : customer service

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The Sales Process: Step Two: Advancing the Sale

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...

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...

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