Service Edge™: guest service training that increases customer loyalty, raises customer service scores and motivates your front desk employees to deliver legendary experiences every day.
Improve guest impressions and customer service scores when you use Signature Worldwide's Service Edge™ hotel employee training program.
Not your typical employee training, Service Edge™ is a fun and empowering customer service training course that gives frontline and support staff the motivation and confidence they need to make every guest encounter a positive one.
Improve your TripAdvisor popularity by delighting your customers across all departments with our Service Edge™ customer experience training.
Each of our service edge modules are focused on improving customer experiences. Here are just a few of the service courses we offer:
Legendary Check in and out
The arrival of your guests sets the tone for their entire stay and their departure creates the last memory. Are you certain your bell or front desk staff is delivering exceptional experiences?
Proactive Service - passing by and guest requests
Showing guests that you're not only able to meet their expectations, but exceed their expectations is critical to creating legendary experiences. This module shows you how to anticipate guests' needs (whether passing by them in the hallway or responding to specific requests) to deliver an experience that will have your guests raving about you on TripAdvisor. This module is ideal for front desk, bell, valet, housekeeping, food and beverage or any department who is customer facing.
Legendary Complaint Handling
Sometimes service recovery is necessary, mistakes can happen. Did you know that handling complaints in a legendary manner can not only appease your customer but create a truly loyal advocate. Most often, the error is not the problem, it is the apathetic attitude of the employee. Ensure that your employees display empathy and genuine concern for your guests and they will reward you with repeat visits.
More than customer service training, we turn your agents into hotel sales people.
At the end of our first day of training, your front desk and reservations agents have the confidence to act on any guest request. Through our engaging training process, customer service representatives realize that by engaging the guest and acting immediately on requests, they can help the guest while creating lasting customer satisfaction. Your agents feel more like service providers than problem solvers. What could that mean for customer service scores?
Through a variety of techniques, including role-playing, employees will learn when, how and why to:
- Establish customer rapport
- Identify customer needs
- Act on customer requests in a service-minded manner
- Handle challenging situations
Ongoing mystery shopping ensures your customer service providers use their skills long after our training.
The day after almost any training, your staff will want to use their newly acquired skills, but more often than not, they fall back into their old habits almost immediately. That's why Signature's program continues on long after our trainer leaves your hotel. We design a custom measurement process for you - either onsite mystery shopping or telephone mystery shopping calls. In either case, each interaction is scored and made available to the employees and managers. It is an effective way to ensure your employees are using their newly learned skills and continuing to advance the legendary customer service they deliver to your guests.
A few months later, our trainer returns to your hotel to reinforce the skills already learned, and then continually raise your staff to the next level in customer service delivery.
Ready for Results from our dynamic training program?
Our clients say they experience exponential increases in repeat business, better TripAdvisor reviews and word-of-mouth endorsements. Contact us to find out how Service Edge™ can do the same for you.