Service recovery is a critical part of the overall quality of customer service and of course the success of any company. There are multiple aspects one must consider when properly training staff. First is to what level the company will allow employees to address service recovery, if and when service recovery is necessary, and ofContinue reading “Service Recovery”
When a business becomes lethargic in customer service skills, the entire company loses loyal customers and the bottom line suffers. Employees must be properly trained in customer service, interpersonal relations, and intercultural communications. It is imperative to remind them that the ‘house’ must be like opening day everyday!
The Life is Beautiful Festival happened this last weekend and was a complete success! It was unfortunate that I was unable to attend, but I will be attending events in the future to give first hand accounts
In the hospitality industry, it is imperative to project a positive attitude at all times. The guest is at your establishment to forget about their worries and are not there to absorb yours. To veer from 100% 5 Star Service such as projecting a negative or even “bad” attitude lessens the impact of the entireContinue reading “Perception Is Reality”
The 5 – 10 Rule. The 5 10 Rule is known far and wide in the hospitality industry. However, many employees fail to continuously practice this simple yet crucial customer service skill. When a guest arrives at the doors, there is an expectation of being treated well. The 5 – 10 Rule which properly acknowledgesContinue reading “5 – 10 Rule”
Impact14 occurred September 24th – September 26th at CityCenter in Las Vegas and was an extremely successful event.
I am extremely excited to have created this blog! I will be posting very exciting material!
Due Diligence It is everyone’s responsibility to practice due diligence when proactively anticipating the needs of a guest. There are a few situations in which the guest is hampered by incorrect information. However, when the information is not actively seeked and a guest is hampered or delayed, the integrity of the employee and the companyContinue reading “Customer Service 101”
INTRODUCTION Hello. My name is Chaz Wellington and I look forward to creating this blog and sharing my knowledge and insight. I will start this blog off with one of my core beliefs. Stay on the…. M ake time to listen A lways be fair R emember where you came from K eep an openContinue reading “STAYING ON THE M. A. R. K.”