Editorial Board   Guest Author

Ms. Oliver-Knappe

Stacey Oliver-Knappe

Owner, The Customer Service Gurus

Stacey Oliver-Knappe is the owner and chief consultant of The Customer Service Gurus, headquartered in beautiful Orlando, Florida. During her career, she has personally trained more than 10,000 people in leadership and professional development skills, and has reached many with her customized program, The Secret to Customer Service Excellence. Ms. Oliver-Knappe has also developed customized training programs for some of the largest companies in the hospitality industry and for customer contact centers. Ms.

Oliver-Knappe began her career at Walt Disney World where for eight years she worked in a multitude of guest service roles, primarily in front office operations. Her happily ever after Disney involved developing her foundational Disney training skills as a new hire trainer, then adding to her academic knowledge plus working several positions in the learning area. Her last formal role was in learning and development management. Her last formal role was in learning and development management, leading a team of trainers for an international timeshare company

She is a self-proclaimed Training Fanatic! Ms. Oliver-Knappe’s clients range from multinational corporations to small businesses and non-profits. In 2012, she started The Customer Service Gurus after devoting 15 years to developing her training expertise in corporate environments. Partnering with clients, she helps them achieve performance improvement through small actions (such as clarifying policies) and large initiatives (such as creating and implementing worldwide training programs). She is a well-praised speaker who shares her hopeful vision of customer service, hospitality, and human resources practices to her audiences.

Ms. Oliver-Knappe has a master’s degree in Adult Education, focusing on training and staff development, from the University of South Florida, and has earned PHR and SHRM-CP Human Resources designations. She lives in Orlando with her husband Rolf and her two cats. As a devoted lifelong learner herself, she is currently working on improving her cooking skills; she has completed a marathon and is a feisty kickboxer.

Please visit http://www.thecustomerservicegurus.com for more information.

Ms. Oliver-Knappe can be contacted at 407-495-0846 or stacey@thecustomerservicegurus.com

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.