![]() ![]() The Sanctuary staff are taught to take the greeting one step further, to beat the greet. The hotel’s training program also includes memory techniques to help employees remember the names.īased on my research with customer service champions like Apple, Virgin and others, I’ve learned that the first few seconds of a customer interaction sets the foundation for the rest of their experience. If there are children in the party, the reservationist will make note of each of the children’s names, too. ![]() They will make a note in the system for the rest of the staff. The reservation system employees-who always try to answer the phone before the third ring- will get the proper pronunciation of a guest’s name. Johnson and their 4-year-old daughter is Veronica.” The experience begins on the phone. It personalizes the interaction,” says Teresa Keller, The Sanctuary’s training director. ![]()
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