Empowering You and Your Staff to Remain CALM. Anytime, Anywhere...
By Dawn Miller Sander Partner, Conflict Transformation Associates, LLC | August 23, 2015
We have all been in a situation that called upon us to provide excellent guest service while our mind is distracted with other issues. Maybe our emotions are high because of the tiff we had with our spouse or we are distracted by the interdepartmental battle that is brewing or we are devastated by a loss in our personal lives. How are we to honor our commitment to excellent customer service amidst the storm of emotions battling in our mind?
In this article, HotelExecutive readers will learn how to remain calm amidst any storm and maintain focus on providing the best to guests, employees, friends and family.
Let's start at the very Beginning: Who are your customers?
Who are your customers? At face value you may say "the guests of course"! In reality, your customers span many audiences including guests, staff of each and every department of your property, suppliers, shareholders, employee candidates, your brand peers, and the community at large. Take a moment and think about how you rate your customer service with each one of these groups:
- Very Good
No matter what rating you assigned to each group, there is always room for improvement! Practice makes perfect.
Connecting with each and every one of YOUR customers