TRAINING
LOYAL
SUBJECTS
HOW HOTELS CAN DELIVER EXCEPTIONAL CUSTOMER SERVICE .
Contributed by MICAH SOLOMON , CUSTOMER EXPERIENCE CONSULTANT
In a rapidly commoditized marketplace , one of the most reliable and sustainable competitive advantages is providing extraordinary customer service ; customer service so impressive that it drives true customer loyalty . Here are some of the customer-service delivery lessons I share with hotel associates that can help a hotel drive stronger customer loyalty :
➊ Situational empathy . Situational empathy is the type of empathy that nearly every employee can learn to exhibit . Train employees to reframe before every customer interaction — when an employee has had 45 similar calls , it ’ s important that they have the right frame of mind going into call 46 — that this call , even if it seems rote to them , is going to be a unique experience for the caller .
➋ Gold-touch customer service . It ’ s a straightforward , yet magical way to improve
34 hotelsmag . com Mar / Apr 2025