Image alt text: Management Today article on taking cues from the customers

Take cues from customers

By Leon Gettler, Management Today, June 2014

A critical issue for Australian businesses is poor customer service, with CEOs and boards focusing on this as a critical way to improve sales and profits. For Vantage, customer service was part of a focused management strategy to give the group a competitive advantage.

The hotel put its 220 front-line hotel staff through an in-house customer-service training program. Managers helped design the course around the psychology of satisfaction and using neuro-linguistic programming as the foundation for customer service.

Learn more: Download the full case study.

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