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.