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

JUNE 24, 2019

My Comment: If you want customers to come back, they must have confidence that the experience they have with you will be consistent and predictable. This article focuses on one of the key strategies in driving customer confidence, and that’s creating trust. Numbers one, two and four are non-negotiable.

Customer Service 118

Customer Service Poor Customer Service Tips Hotels 118

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 90

Hotels Customer Service Training Training Conference 90

Up Your Service

MARCH 24, 2015

If an employee feels a customer should get a discount, either because a mistake was made or because they’re a great and loyal customer, then let them. LUX* Resorts & Hotels excels at acknowledging employee achievements. When most companies set out to fix their service issues, they start with customer-facing employees.

Tips 40

Tips Hotels Culture Customer Service Training 40