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Hozpitality Group profile picture
Hozpitality Group Pay on Performance created new article
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United Arab Emirates UAE | 260.7K Followers
10 months ago

Inside the Heart of Canadian Hotels: A Spotlight on Front Desk Operations | #canadianhospitality #frontdeskexcellence #hoteloperations #customerservice #efficiencyinhospitality #guestexperience #hotelmanagement #customercentricity #multilingualservice #problemresolution #travelcanada #hospitalityprofessionals #hotellife #bestpractices #inclusivehospitality #seamlesscheckin #guestsatisfaction #culturaldiversity #technologyinhospitality #empowerfrontdesk #canadianhotels

Inside the Heart of Canadian Hotels: A Spotlight on Front Desk Operations

Inside the Heart of Canadian Hotels: A Spotlight on Front Desk Operations

Beyond the polished surfaces and gleaming countertops lies a dynamic world of responsibilities, challenges, and best practices that form the backbone of exceptional customer service and operational efficiency.

Hassan Al Jabri profile picture
Hassan Al Jabri
Training and Development Manager - Svarna Training Institute United Arab Emirates UAE | 30 Followers
5 years ago

The sequence of customer service recovery,
"LATTE" and "LEARN" and the original "CLEAR"

#hospitalitydd #hospitality

At Starbucks, the customer service recovery sequence spells LATTE.

Listen to the customer
Acknowledge the problem/situation
Take action and solve the problem
Thank the customer

The service recovery sequence at Marriott spells LEARN:

Listen
Empathize
Apologize
Respond
Notify

The service recovery sequence at hospitality deep dive (Together Towards Quality Service master class #ttqsworkshop)spells CLEAR:

Calm down the situation
Listen
Empathy
Apologize
Reassured

What's is your customer service recovery sequence? Please do share with us.
Or
Come up with one right now, honestly speaking, I just cane up with "clear" after I saw "latte" and "learn"

And trying also to be more creative in creating such sequence by not starting with "L" to listen instead I started with "C"
Calm down the situation first.

I bet you won't be able to listen to anything if customer is shouting and cursing.

#customerservicetraining #customerloyalty #customercentric #customercentricity

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