Customer Service Secrets

Manage customer experience by improving awareness, building relationships and taking ownership of customer issues. With Signature's service programs, employees understand that simple customer satisfaction is no longer good enough, and they learn to deliver legendary service that leads to customer loyalty - a critical differentiator in today's business environment.

  • Check-In/Check-Out: Learn a step-by-step formula for assisting guests during check-in to make them feel welcome and during check-out to keep them coming back.
  • Legendary Complaint Handling: Guarantee guest satisfaction by honing the awareness and service skills needed to respond to people who have complaints.
  • Partnering with Different Personalities: Improve customer service by understanding and adapting to the people you encounter in your business.
  • Proactive Service: Anticipate customer needs to exceed expectations and deliver a wow experience.
  • Relocate a Guest: Learn how to diffuse the potentially sticky situation caused by over-booking and turn an inconvenience into an opportunity.
  • Housekeeping: Continue anticipating customers' needs when passing by in the hallway or when responding to a housekeeping request.

 

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Featured Solution

Service Edge
Improve guest impressions to boost repeat business and service scores when you train employees with Signature’s Service Edge training program.

 

Through a variety of techniques, including mystery shop calls, staff will learn how to:

  • Help the customer to create immediate and lasting satisfaction
  • Act on customer requests in a service-honoring way
  • Handle challenging situations with winning results

Case Study

The Quality Inn Northern Grand used Service Edge to educate all employees on their role in creating the guest experience, and subsequently was named Canadian Hotel of the Year by Choice Hotels.


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