Service Recovery

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”

Customer Service 101

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”