Column: Building a customer-service culture that never says no

04/23/2013 | eHotelier.com

Hotels should empower and encourage their staff to always comply with guest requests to boost customer loyalty and their employees' confidence, Jim Hartigan writes. "Whether you reserve the sole right to deny customer requests in your operation or require your team to only ask permission to say 'no' to your customers (while enjoying complete freedom and satisfaction from saying 'yes') the key is to make it easy to focus on the customer's needs and empower your team to deliver against them," Hartigan writes.

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