9 March 2006

Why You Should Welcome Problems

If handled effectively, a guest complaint can be the key to increasing engagement

by Stefanie Julier
When guests report problems, this can be the perfect time for a hotel or restaurant to capitalize. That's because when guests' complaints are handled with excellence, they often become more engaged -- and even more likely to return or to recommend your business.
Stefanie Julier is Global Practice Leader, Hospitality, for Gallup.
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At the Call Center Forum, participants have the opportunity to learn and share best practices and challenges in running dynamic call centers. Gallup will present its latest research on call centers and call center management, and each attending organization will have the opportunity to present its current management initiatives.

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