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Wade Clapier
Front Desk Supervisor
The Lodge at Snowbird
Customer satisfaction
Mistakes are inevitable
Customer retention is more cost-effective
than customer acquisition (CIM 2010)
A sufficiently poor customer experience
can strongly impact the reputation of your
business
Set boundaries
It is not expected that you endure abusive
or inappropriate behavior
Scenario 1
A mistake was made on a hotel
reservation, and a guest is unhappy with
the room that they have received.
The guest refuses to accept any proposed
resolution.
The guest becomes belligerent and verbally
combative.
Scenario 2
A coworker has been consistently tardy
and missing shifts without notice.
When you confront them about it, they
confide in you they have been having
serious relationship problems and are very
depressed.
Scenario 3
Sara and Billy have not been getting along.
Sara feels that Billy has not been doing his
share of the work.
Billy is upset that Sara has been talking
badly about him to everyone in the
workplace.
Both have requested that you not schedule
them together.
Citations
The Chartered Institute of Marketing, March 2010, Cost of
customer acquisition vs. customer retention. Retrieved from
http://www.camfoundation.com/PDF/Cost-of-customer-acquisitio
n-vs-customer-retention.pdf
Margaret Pierce, Apr. 18, 2014, Conflict Resolution Strategies:
Scripts for Handling Uncomfortable Scenes. Retrieved from
www.hfma.org/leadership/conflict.