An Extreme CRM Case: Front Office

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Customer Relationship Management > Best Practices > An Extreme CRM Case: Front Office

An Extreme CRM Case: Front Office
luisa, Student (Other)
A hotel guest makes a complaint at the front desk, stating: "Those enormous trees woke me up last night. I got no sleep. You owe me a complimentary room upgrade for this problem for the rest of my stay." How would a front desk react to this? (...) Read more? Sign up for free

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  Unhappy Guest at Hotel Complaining About a Tree
Chad Gerondale, Manager, United States, Member
  Depends on if I had an upgraded room to meet his request.
If I do, and it is not scheduled, I give it to him, apologize, ask for specifics about the tree, and then have grounds maintenance cut it down. We then invite the guest to a hot dog and marshmallow roast (using wood from the just cut tree) and have the complaining guest known as the guest of honor for allowing the situation to unfold.
If a campfire is not allowed, we still prune, etc. And then follow up with the guest, thanking him for bringing it to our attention, and offer an upgradeable room the next time he or she stays with the organization again.

   
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Customer Relationship Management
Summary
Forum
🔥Relationship Between Employee Retention and Customer Relationship Management
Rethinking Call Centers
Stages of Customer Service Transformation
Best Practices
🥇Framework for Monitoring Customer Service
🥈CRM: What Forms a Strong Customer Relationship?
🥉What is the Impact of CRM on Organizational Performance?
Theories of Customer Relationship Management (CRM)
Why Customer Relationship Management? What Makes CRM Viable?
CRM in University Set Up
Customer Intimacy > WHY?
Social Customer Relationship Management | Social CRM
CRM in a Non-profit Context
Business Relations in Corporate America
The CRM-paradox by Nguyen
CRM in a Monopoly Situation
CRM in Military Organizations?
Healthcare CRM Models?
6 Markets Model (Payne, 1995)
CRM Practices in FMCG Sector
Customer Relationship Management as a Strategic Development Philosophy
Managing Customer Complaints
Relationship with Company or with Employees?
Start CRM with Fixing Fragmented Customer Service Processes
Advanced Customer-Oriented Strategy: Customer Advocacy
An Extreme CRM Case: Front Office
Increasing Student Retention using Higher Education CRM
Six Relationship Management Interaction Processes (Geersbro and Ritter) for International Relations
Customer Relationship Management Metaphor
More CRM Strengths / Benefits
Tool to assess CRM maturity?
Customer Relationship Management History
CRM in Government


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