Can Do. Will Do.
Customer Service Programme
glh Hotels wanted to refresh their customer service offering and wanted to get back to basics and focus on the art of great hospitality.
Review sites and customer feedback were all pointing to the same conclusion that glh Hotels needed to re-focus their efforts on customer service. The key challenge for any hotel company is releasing people from the operation to attend training. The focus needed to be on face to face rather than e-learning to engage participants quickly.
- Got to grips with the key issues from customers
- Developed three short sessions that covered the key elements of customer service, service recovery and communication
- Our creative team got to work to design an eye-catching identity for the programme
- Gave 24 glh facilitators the tools, skills and practice they needed to be able to deliver the programme effectively.