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

Please log in to like, share and comment!

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

Please log in to like, share and comment!