Brenda Fields

Apr 25, 2023 | hospitalitynet.org | Brenda Fields

Are companies like Amazon and Apple setting better examples of great customer service than the hospitality industry? There has been a sharp decline in the hospitality industry in basic customer service with more reliance on technology, resulting in impersonal or rote customer interactions. Many times, calling a hotel requires extreme patience because of all the sales and reservation messages and the numerous prompts before getting to the right area, if lucky.

Apr 6, 2023 | hotelexecutive.com | Brenda Fields |Paul Savage |Brian Mangum |stayAPT Suites

HOTEL BUSINESS REVIEW APRIL FOCUS: Guest Service Excellent Customer Service: The Secret Sauce By Brenda Fields Founder, Fields & Company | April 2023 SAVE SHARE TEXT SIZE PRINT COMMENT PDF What is excellent customer service? With many moving parts, it is the dedication to authenticity. Words and actions line up. What does it actually mean to "exceed expectations" and to "create memorable experiences"?