The Importance of Delivery For Excellent Guest Service — Same Script, Different Story

Customers have come to expect attentive, accommodative service, and the resolution matters no more than how it’s offered. Large retailers, hotel chains, and other customer-facing companies typically provide representatives with strict procedures to follow in order to create a consistently high quality experience for customers. While a crucial tool, written protocols can’t always teach the right attitude. For guests or customers to truly feel valued, how the script is delivered is make-or-break. ...