Setting a High Bar for Your Customer Service
HBR IdeaCast
00:00
From Humble Beginnings to Hospitality Excellence
This chapter narrates a personal journey from a small German village to a successful hotel career, shaped by societal influences and mentorship. It delves into the significance of customer service culture, the evolution of hospitality branding, and the implementation of a structured employee training approach. The speaker emphasizes empowering staff to resolve customer issues and cultivating a strong emotional connection in service, echoing the comforts of home.
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