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OWN THE GOOD BYE AND….

OWN THE GOOD BYE AND…. Help create customer loyalty. Good Bye Agenda. What is owning the good bye? 3 Easy steps to get started! Have Fun With It! How many guests do you call? Take Care of Concerns immediately! Tracking? How does it affect your customer service scores? FAQs

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OWN THE GOOD BYE AND….

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  1. OWN THE GOOD BYE AND…. Help create customer loyalty

  2. Good Bye Agenda • What is owning the good bye? • 3 Easy steps to get started! • Have Fun With It! • How many guests do you call? • Take Care of Concerns immediately! • Tracking? • How does it affect your customer service scores? • FAQs • Remember the most important thing…….

  3. Why do you want to lasso in the good bye? • Take accountability for your hotel • Making sure your guests had a WOW Stay! • Always strive to make improvements. • Leave them with a warm fuzzy feeling.

  4. 3 Steps to get STARTED :-)

  5. Have Fun With IT!! • Make sure your desk agents call with a smile! • Keep them involved! • Send the guest follow up information on their suggestions. • Use the information.

  6. How many guests do you call? • 20% of guests checking out the next day

  7. Take Care of the Challenge! • Handle all guests challenges immediately that can be handled. • Let them know the progress of long term suggestions the next time they’re in town.

  8. “Tracking all calls, tracking all calls”

  9. How it affects our customer service scores!

  10. FAQs • What if we don’t have time to do them? • The guest seems to be annoyed with the call? • How is this helping us? • What if we can’t fix the problem right away? • What time do we make the call?

  11. Remember….. • Always have fun and wow the guests with great service. • Anticipate their needs before they do! • Solve their issues before they become an issue. • Treat them like family!

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