ShepHyken

DECEMBER 8, 2021

The result is that companies are forced to “skimp” on the quality and service customers have come to expect. I recently went to breakfast at a hotel. Customers will overlook certain issues when there’s transparency, a flow of information, and the effort to create an excellent customer service experience. .

Poor Customer Service 147

Poor Customer Service Hotels Customer Service Training Customer Service 147

ShepHyken

JULY 8, 2020

Getting customers to review their experience with you is powerful. Before they make a purchase, go to a restaurant, stay at a hotel and more, many customers do online research, which leads them to reviews that help form their opinion of products or services they want to buy—or even the company they want to buy it from.

Hotels 120

Hotels Customer Service Training Information Customer Focused 120

ShepHyken

SEPTEMBER 15, 2021

If the equipment we sold our customers ever broke down, we would come to them to pick it up and leave a replacement until theirs was fixed. . I would only hire the best people and train them to take care of our customers. . We would make them feel like they were a guest at a fine hotel or restaurant.

Hotels 168

Hotels Customer Service Training Financial Retail 168

ShepHyken

JANUARY 25, 2021

(Hospitality Net) In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible. ” That’s why I’m drawn to articles with lessons from the hotel and restaurant industries. Follow on Twitter: @Hyken.

2021 156

2021 Article Customer Service Guest Experience 156

ShepHyken

JULY 15, 2020

I was staying at a hotel that had an executive lounge. When I was leaving the hotel the next day, the front desk clerk said, “We have a package for you.” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. That reminded me of something similar.

Hotels 153

Hotels Customer Service Training Definition Customers 153

ShepHyken

MARCH 2, 2020

Check out this pyramid which shows that the higher the product is on the four levels of the pyramid, the more valuable it is to the customer. The new guest-centric look of loyalty for hotels by Mitra Sorrells. Most companies are concerned about the rising cost of acquisition – not just hotels. Lots to learn here.

2020 105

2020 Article Customer Service Hospitality 105

ShepHyken

APRIL 4, 2023

People used to tip servers at restaurants, taxi drivers, hotel staff and other traditional service-oriented businesses. Now customers are being asked to tip at auto shops, retail outlets and more. I recently bought a candy bar and paid through the store’s self-service checkout system. Follow on Twitter: @Hyken

Hotels 123

Hotels Customer Service Training Reference Retail 123

ShepHyken

SEPTEMBER 2, 2020

Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell? I get that you may be a guest of a hotel or a restaurant. Most people would call them customers. The post Does It Matter How You Refer to Your Customers?

Reference 155

Reference Hotels Connections Customer Service Training 155

ShepHyken

SEPTEMBER 5, 2022

The Remarkable Customer Experience Recovery System and Digital Transformation by Are Morch. Hospitality Net) In the hotel industry, we have traditionally emphasized customer service and customer service recovery. When you see the word hotel in this article, just mentally swap it with the word “business.”

Article 67

Article Net Promoter Score 2022 Customer Service 67

ShepHyken

JULY 12, 2017

He made their hotel reservations, and for each hotel they planned to stop at on the way to Utah he asked, “Is your hotel dog-friendly?” But to his surprise, while checking into one of the hotels he was told there would be a $120 charge for the dogs to stay in his room. He asked if the hotel was dog-friendly.

Hotels 98

Hotels Customer Focused Customer Service Training Customers 98

ShepHyken

OCTOBER 23, 2019

A couple of weeks later, I attended a conference at a hotel in Orlando. The hotel staff was cleaning the restroom at 10 in the morning, right in the middle of our break. Just like the cable company, the hotel staff didn’t do this on purpose. The hotel should have been smarter about when to clean the restrooms.

Hotels 100

Hotels Customer Service Training Customer Service Information 100

ShepHyken

JUNE 6, 2022

Even the best offer is not complete if it does not include service models. It is the client’s well-being that to a large extent determines the satisfaction with the stay at the hotel and the willingness to use its services once again. And it all starts with the first contact when the customer visits the website.

Article 67

Article 2022 Customer Service Loyalty Programs 67

ShepHyken

FEBRUARY 20, 2019

Rao explained what happened and an hour later the driver made his way back to the hotel where he had picked up Mr. Rao earlier that day. He didn’t ask for money even though he had to take time out of his day to return to the hotel. He just wanted to take care of his customer. That’s what customer-focused people do.

Hotels 106

Hotels Customer Focused Customer Service Training Information 106

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., You must let your customers know you are listening to them! . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Rewards Programs 123

Rewards Programs Airlines Hotels Feedback 123

ShepHyken

MARCH 28, 2022

The article’s author emphasizes the need for brands and people to bring a personal/real element into the customer experience. What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail? Follow on Twitter: @Hyken.

Article 64

Article 2022 Loyalty Programs Customer Service 64

ShepHyken

APRIL 26, 2017

Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. Small, but what a brilliant customer focused idea. There are some hotels that have figured this out. Where could it be? On the opposite wall!

Hotels 102

Hotels Travel Customer Service Training Customer Focused 102

ShepHyken

OCTOBER 24, 2018

Those become the New End to those customer interactions, and sometimes that New End can taint the experience. I love a certain hotel that I’ve stayed at several times. The hotel is clean, the rooms are nice, the restaurants are great, and the staff is always friendly and helpful. I couldn’t ask for more.

Hotels 105

Hotels Automotive Interaction Customer Service Training 105

ShepHyken

JANUARY 8, 2023

Seven Ways to Improve Customer Service in Hotel Industry by TravelDailyNews (TravelDailyNews) Excellent customer service is crucial in the hospitality industry, where customers often play an active role. Travelers usually stay at hotels to indulge in self-care or mark special occasions.

2023 48

2023 Article Customer Service Hotels 48

ShepHyken

APRIL 8, 2019

Here are some reminders of what it takes to keep your customers happy – and coming back. Hotel Guest Service: Being Capable Is Not Enough by Steve Curtin. Hotel Executive) Having been enticed by all the images of the specialty cocktail, I was looking forward to ordering one. A good service opportunity went bad.

Article 101

Article 2019 Customer Service Hotels 101

ShepHyken

JULY 31, 2017

10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower. Why does my business have such angry customers? by John Walls.

2017 0

2017 Article Net Promoter Score Customer Service 0

ShepHyken

OCTOBER 11, 2021

What’s interesting is that the Champions category more than doubled from 6% to 14%, which tells me more companies see the benefit of customer experience. Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? I’ve said this many times before: Customer service is not a department.

2021 72

2021 Article Customer Service Hospitality 72

ShepHyken

JULY 10, 2019

Because the captain had forgotten to bring his immigration documentation and had to retrieve it from his hotel. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Hotels 128

Hotels Books Document Customer Service Training 128

ShepHyken

SEPTEMBER 6, 2017

Dejected, she returns to the hotel. The next day, the hotel manager takes her to a different store and gets her outfitted in some beautiful clothes. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com.

Books 0

Books Hotels Customer Service Training Sales 0

ShepHyken

JUNE 6, 2018

I notice the same type of behavior happens with airlines and hotels. It’s easy to spot the frequent traveler by the way they are treated by airline and hotel employees. So, it appears that frequency might warrant a better customer experience. The same might go for how much a customer spends. Follow on Twitter: @Hyken.

Airlines 96

Airlines Hotels Loyalty Programs Loyalty 96

ShepHyken

SEPTEMBER 3, 2018

(Wealth Management) Operations and service departments are frequently categorized as cost centers, but studies show that when delivered correctly, they can be drivers of revenue. SmartGuests) Learn the top 5 hospitality phrases you can say to build trust, engagement and bonds with your customers. Follow on Twitter: @Hyken.

Article 79

Article 2018 Customer Service Hospitality 79

ShepHyken

JANUARY 24, 2018

I received a response from Nayeli Burns ( @Nayelihrc ), the concierge at Encore Event Technologies, an “in-house” event production company in hotels and resorts throughout North America. If you’ve ever been to a hotel for a conference, they are the people who set up the audio/visual support, the staging, lighting, rigging, and more.

Hotels 99

Hotels Events Fashion Customer Service Training 99

ShepHyken

APRIL 8, 2020

For a little time and the cost of a box of donuts, that manager got the most up-to-date and immediate feedback on what guests thought of his hotel. Think about who your customers talk to outside of your own employees. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Net Promoter Score 123

Net Promoter Score Effort Score Hotels Feedback 123

ShepHyken

MARCH 13, 2019

He was staying at a nice hotel in Japan. Jeff said of his gesture, “Trying to practice being amazing, even when I’m the customer!”. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. One of our Shepard Letter subscribers, Jeff Scott, wrote in with a similar example.

Hotels 113

Hotels Customer Service Training Reference Books 113

ShepHyken

AUGUST 1, 2022

These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”. Linkedin Pulse) The Ritz-Carlton Hotel Company carries an experience excellence mystique. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Article 70

Article 2022 Customer Service B2C 70

ShepHyken

OCTOBER 31, 2016

My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. This is a great article with 23 excellent questions to ask your next customer service candidate – or any candidate you want to bring into a truly customer-focused organization.

2016 124

2016 Article Customer Service Hotels 124

ShepHyken

OCTOBER 16, 2019

I once received a survey before I even left the property of a hotel I was staying at. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Hotels 99

Hotels Customer Service Training Feedback Article 99

ShepHyken

DECEMBER 28, 2020

I’ve always posed the question to my clients with loyalty programs, “If you took away the points and perks, would the customer still want to do business with you?”. Excellent Customer Service? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 140

Article 2020 Customer Service Loyalty Programs 140

ShepHyken

JANUARY 2, 2023

This is where a customer is surprised about the price. For example, there is the surprise surcharge (a resort fee that was mentioned in the fine print) a hotel charges at checkout. Creating the Best Customer Experience by Kari Polson. Go to The Customer Focus to learn more about our customer service training programs.

Article 64

Article 2023 E Commerce Customer Service 64

ShepHyken

MAY 9, 2018

I had a similar “I’m sorry” experience when I went to check out at a hotel. Hmm… most hotels I stay at don’t charge for any of these amenities. Even if it is “too bad,” the way you say it can include some empathy and caring that makes the customer know you feel their disappointment. Follow on Twitter: @Hyken.

Hotels 88

Hotels Customer Service Training Information Customer Service 88

ShepHyken

MAY 2, 2018

As I was heading to the FedEx office, one of my fellow speaker-buddies told me he took his to the front desk of the hotel where they conveniently accommodated his request to ship the gift to his home. This is a classic example of a lack of consistency , which comes from a lack of training. He was horrified at what I experienced.

Hotels 89

Hotels Customer Service Training Customer Service Information 89

ShepHyken

OCTOBER 5, 2016

As we were setting up for the presentation, the banquet manager from the hotel asked my client if we would like the overhead lighting to have blue and orange accents. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. This was an after-dinner talk. Follow on Twitter: @Hyken.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

ShepHyken

APRIL 3, 2017

This short article makes the case for why internal service is important and teaches us a few questions we should be asking our fellow employees (internal customers). 10 Traits of a Great Hotel Front Desk Agent by Rupesh Patel. Do they have hotel experience? Did they come from another hotel? Want Loyal Customers?

2017 76

2017 Article Social Media Customer Service 76