Hospitality Net

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I experienced something worth sharing recently, and we can take at least three lessons from it.

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Customer Service Customer Service Customer Experience 98

Hospitality Net

DECEMBER 20, 2023

In this article, we will explore the importance of people-centricity in customer service management and how it can be applied to improve customer experiences. We will also discuss practical approaches to gathering customer feedback and how a hospitality approach can elevate customer service quality in any sector.

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Customer Service Customer Service Hospitality Hospitality 40

Hospitality Net

JANUARY 4, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Happy New Year! What’s 2024 going to be like? I’ve taken five of my favorites from the list to share here in The Shepard Letter. Here are my top predictions for 2024.

Customer Service 98

Customer Service Customer Service Customer Experience 98

Hospitality Net

JANUARY 31, 2024

Many companies still believe that customer service is what happens when something goes wrong. However, that is only one part of customer service. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you.

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Customer Service Customer Service 85

Hospitality Net

FEBRUARY 21, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share.

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Customer Service Customer Service 91

Hospitality Net

MAY 17, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married.

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Customer Service Customer Service 92

Modern Restaurant Management

JANUARY 22, 2020

Statistics show that 96 percent of consumers from across the globe say that customer service plays a critical factor in choosing a brand they’ll be loyal to. As a service-oriented industry, knowing what makes your customers tick and capitalizing on their preferences will allow you to provide top-of-the-line service.

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Customer Service Customer Service Customer Experience Hospitality 228

Hospitality Net

JANUARY 17, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand.

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Customer Service Customer Service Customer Experience 86

Hospitality Net

AUGUST 28, 2024

Ralph Waldo Emerson, the American philosopher, is often credited with saying, It’s not the destination, it’s the journey. The idea is that the journey is just as important—maybe even more so—than arriving at the destination.

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Customer Service Customer Service 105

Hospitality Net

MAY 12, 2024

My friend Sterling Hawkins just wrote a great article about the tension between the leadership of a company and the salesforce. Hawkins reports the president of a Fortune 500 company told him, Tension between the salesforce and leadership is normal. One is always bargaining with the other for more.

Customer Service 97

Customer Service Customer Service 97

Hospitality Net

JANUARY 3, 2024

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Happy New Year! And for everything else, too! With that, here are 10 ideas. Do more in 24!

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Customer Service Customer Service Customer Experience 95

Modern Restaurant Management

OCTOBER 20, 2022

In the wake of the pandemic-induced economic turbulence, hospitality is suffering from labor shortages, with the increased cost of living compounding the impact on businesses and individuals alike. Now more than ever, effective customer service is pivotal in retaining customer loyalty and regenerating pandemic-hit revenue.

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Hospitality Hospitality Customer Service Customer Service 188

Hospitality Net

DECEMBER 8, 2023

To meet the high expectations of today’s discerning luxury buyers and stand out from the crowd, brands must achieve customer service excellence. So while today’s luxury industry is broader and more accessible than ever before, it’s also more challenging.

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Customer Service Customer Service 74

Hospitality Net

AUGUST 15, 2024

Recently, Bob Newhart, a famous comedian and actor, passed away. He started his career as a stand-up comedian and eventually hit it big on television, starring in a TV series aptly named The Bob Newhart Show. His awards include three Grammy Awards, an Emmy Award, a Golden Globe, and the Mark Twain Prize for American Humor.

Customer Service 98

Customer Service Customer Service 98

Hospitality Net

APRIL 12, 2023

The other day I was having breakfast with 11 of my friends. The server came over, introduced herself, and said, I’ll be taking care of you. She took our orders, and a few minutes later, a different server dropped off three of our meals.

Customer Service 98

Customer Service Customer Service 98

Hospitality Net

AUGUST 1, 2024

We can call it Lousy Service Versus Good Service, or a better title I came up with: The Dark Side Versus the Shep Side. Let’s play a game.

Customer Service 98

Customer Service Customer Service 98

Modern Restaurant Management

OCTOBER 27, 2020

For years, hospitality businesses including restaruants have faced the challenges of using a paper-reliant process for both domestic and international payments. Here are five ways that the hospitality industry can benefit from an automated back office. Customer Service for Customer Service Masters.

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Hospitality Hospitality Customer Service Customer Service 220

Hospitality Net

MAY 24, 2024

There’s an old story about an airline passenger who walks into the baggage claim office and starts screaming and cursing at the airline employee. The employee, who is calm and collected, responds, I am sorry about your lost luggage.

Customer Service 98

Customer Service Customer Service 98

Hospitality Net

JULY 20, 2023

Customer service in the hotel industry is about serving the needs of customers, by helping them solve problems, teaching them how to use products and services, and answering questions.

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Customer Service Customer Service 40

Hospitality Net

MAY 22, 2024

Some of you will not recognize the name Rodney Dangerfield, who was one of the funniest comedians of his time, if not all time. He passed away in 2004. For those who aren’t familiar with Dangerfield, go to YouTube and search for his name, but only if you want to smile and laugh. And just a warning, some of his comedy club material is R-rated.)

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Customer Service Customer Service 52

Hospitality Net

JUNE 22, 2023

In 1996 the U.S. hosted the Summer Olympics. I’ll never forget reading about this story. Wade Miller, a Santa Fe, New Mexico, resident, tried to buy tickets to the volleyball match from the Summer Olympics ticket office in Atlanta. When the agent found out he lived in New Mexico, she refused to sell him a ticket.

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Customer Service Customer Service 96

Hospitality Net

NOVEMBER 21, 2023

The service industry, a broad sector ranging from hospitality and tourism to health and retail, is one of the most diverse sectors globally. Properly harnessed, diversity can foster innovation, enhance customer service, and drive business growth.

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Hospitality Hospitality Customer Service Customer Service 97

Hospitality Net

JUNE 26, 2024

Cloud5 Communications, a leading provider of IT solutions and services for more than 5,000 hotels across the Americas, has been awarded Mitel Hospitality’s Partner of the Year Award for Hospitality.

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Hospitality Hospitality Customer Service Customer Service 52

Modern Restaurant Management

FEBRUARY 21, 2024

. “For decades, a customer could be uncivil, angry, yelling or just plain wrong, and employees were expected to deal with it because it was just part of the business. She said firms that keep their focus solely on the customer risk losing their most talented workers.

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Customer Service Customer Service Hospitality Hospitality 203

Hospitality Net

APRIL 30, 2024

However, with technology’s growing role in hospitality optimization, the companies providing systems and solutions to hotel organizations may not always share the same mindset. Especially in an industry grounded in hospitality and personalization, this approach seems counterintuitive.

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Hospitality Hospitality Customer Service Customer Service 52

Modern Restaurant Management

AUGUST 28, 2024

Continuous education on new products, services, and company policies not only enhances customer service skills but also reinforces the importance of brand consistency. What do customers want and how have their expectations changed, particularly when they are looking for value?

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Customer Service Customer Service Customer Experience Restaurant Manager 176

Hospitality Net

JUNE 26, 2023

PALO ALTO, Calif. June 26, 2023 (Newswire.com)

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Customer Service Customer Service 97

Modern Restaurant Management

MARCH 16, 2021

Operating a 40,000-square-foot San Diego bayfront destination offering four distinct concepts with 1,100 seats is no easy task, but one thing enables the management to focus on hospitality: automation. The Brigantine, Inc., The Brigantine, Inc.,

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Hospitality Hospitality Customer Service Customer Service 195

Hospitality Net

OCTOBER 30, 2024

So, here’s a question for you: Are you confident your customer service and CX won’t scare your customers away? Halloween brings up images of spooky costumes and haunted houses.

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Customer Service Customer Service 111

Hospitality Net

OCTOBER 9, 2024

Shiji Group, the leading global provider of hospitality technology, announced today the opening of its new entity in the Kingdom of Saudi Arabia. The expansion is part of Shiji’s broader strategy to enhance customer service capabilities and support its growing client base in the Middle East.

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Customer Service Customer Service Hospitality Hospitality 94

Hospitality Net

DECEMBER 20, 2023

Accor, a world leading hospitality group, announces the signing of a cooperation agreement with the Georgian development company Mardi Holding to open a new Mercure on the Black Sea coast in Batumi, Georgia.

Customer Service 105

Customer Service Customer Service Hospitality Hospitality 105

Hospitality Net

MAY 31, 2024

Stellar customer service, exquisite facilities, and well-stocked amenities are the hallmarks of the hotel industry. Guests and patrons expect hospitality when paying for these services, whether for vacation, business, or other purposes.

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Customer Service Customer Service Hospitality Hospitality 75

Hospitality Net

AUGUST 5, 2024

We all know that technology is rapidly transforming the hospitality industry and this is an incredibly beneficial development.

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Customer Service Customer Service Hospitality Hospitality 81

Modern Restaurant Management

SEPTEMBER 29, 2022

No matter how excellent your customer service is, you will always encounter the occasional aggressive customer. If you've worked in the hospitality industry, you've already had to deal with an aggressive customer or two. While customers should always feel valued, some may not be easy to deal with.

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Customer Service Customer Service Hospitality Hospitality 197

Hospitality Net

MAY 10, 2023

In his recent TED Talk, fine-dining restauranteur Will Guidara claims “We are on the precipice of a becoming a hospitality economy” – a sentiment which I wholeheartedly share. It is based on the fact that since the shift from a manufacturing to a service economy, the gateway to success is now via excelling at customer-service provider skills.

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Hospitality Hospitality Customer Service Customer Service 40

Hospitality Net

SEPTEMBER 1, 2023

Effective communication and exceptional customer service are key pillars in the hospitality industry, and businesses are constantly seeking new ways to stay competitive and foster growth for employees. It can also promote a more effective and united team, all of which can positively impact a hotel’s bottom line.

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Customer Service Customer Service Hospitality Hospitality 98

Modern Restaurant Management

APRIL 9, 2024

With a significant number of operators signaling their intention to incorporate this transformative technology, we are excited for the future of the hospitality industry," said Alex Sambvani, founder and CEO of Slang.ai. "Embracing To gain more insights, Modern Restaurant Management (MRM) magazine reached out to Sambvani.

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Inventory Customer Service Customer Service Inventory Management 192