Comments on: Marriott is At Your Service http://www.serviceuntitled.com/marriott-is-at-your-service/2007/06/13/ The blog about customer service and the customer service experience. Fri, 10 Feb 2012 08:35:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Service Untitled » Haha, (not) funny. - customer service and customer service experience blog http://www.serviceuntitled.com/marriott-is-at-your-service/2007/06/13/comment-page-1/#comment-94991 Service Untitled » Haha, (not) funny. - customer service and customer service experience blog Mon, 02 Jul 2007 17:59:01 +0000 http://www.serviceuntitled.com/marriott-is-at-your-service/2007/06/13/#comment-94991 [...] Readers who have been reading Service Untitled since at least June 13 know that I don’t appreciate humor. Actually, that’s hardly the case. I like humor, comedians, and all of that, but don’t appreciate sarcastic or “realistic” humor during customer service interactions. [...] [...] Readers who have been reading Service Untitled since at least June 13 know that I don’t appreciate humor. Actually, that’s hardly the case. I like humor, comedians, and all of that, but don’t appreciate sarcastic or “realistic” humor during customer service interactions. [...]

]]> By: Service Untitled http://www.serviceuntitled.com/marriott-is-at-your-service/2007/06/13/comment-page-1/#comment-78432 Service Untitled Fri, 15 Jun 2007 15:48:23 +0000 http://www.serviceuntitled.com/marriott-is-at-your-service/2007/06/13/#comment-78432 Glenn, my Internet access was free. I've stayed at Omni hotels before and I think the Marriott does a much better job - in terms of both Internet access and customer service. Tom: I agree - talking about how you don't like your job or how anything about your job is not perfect is completely unacceptable in front of customers, guests, etc. I think your manager at the supermarket had a good idea and one that a lot of companies and employees could learn from. Thanks for your comments! Glenn, my Internet access was free. I’ve stayed at Omni hotels before and I think the Marriott does a much better job – in terms of both Internet access and customer service.

Tom: I agree – talking about how you don’t like your job or how anything about your job is not perfect is completely unacceptable in front of customers, guests, etc. I think your manager at the supermarket had a good idea and one that a lot of companies and employees could learn from.

Thanks for your comments!

]]> By: Glenn Ross http://www.serviceuntitled.com/marriott-is-at-your-service/2007/06/13/comment-page-1/#comment-78071 Glenn Ross Fri, 15 Jun 2007 01:28:30 +0000 http://www.serviceuntitled.com/marriott-is-at-your-service/2007/06/13/#comment-78071 How much did Marriott charge you for Internet access? When I have a choice, I prefer to stay at Omni hotels because the level of customer service meets or exceeds Marriott's AND they provide free Internet service. Regards, Glenn How much did Marriott charge you for Internet access? When I have a choice, I prefer to stay at Omni hotels because the level of customer service meets or exceeds Marriott’s AND they provide free Internet service.

Regards,

Glenn

]]> By: Tom http://www.serviceuntitled.com/marriott-is-at-your-service/2007/06/13/comment-page-1/#comment-77230 Tom Wed, 13 Jun 2007 23:40:48 +0000 http://www.serviceuntitled.com/marriott-is-at-your-service/2007/06/13/#comment-77230 I can't stand when I am in any customer-orientated environment and the employees are talking about how much they dislike their job or talking badly about other employees. When I was in high school, I worked at a supermarket. There, I had a manager who instilled in all of the cashiers that you are not to talk to each other when customers are there. It kept things quiet, it kept things efficient, and it kept customers happy. Off the clock, or during slow periods, everyone got along and had fun - but no matter how bad of a day you were having, talking negatively in front of the customers wasn't tolerated. I've taken this with me and have tried to instill that in others that have worked under me. All of the great customer service policies can be squashed by negative attitudes from the front-line staff (point of sale in a retailer, waiters in a restaurant, etc). I can’t stand when I am in any customer-orientated environment and the employees are talking about how much they dislike their job or talking badly about other employees.

When I was in high school, I worked at a supermarket. There, I had a manager who instilled in all of the cashiers that you are not to talk to each other when customers are there. It kept things quiet, it kept things efficient, and it kept customers happy. Off the clock, or during slow periods, everyone got along and had fun – but no matter how bad of a day you were having, talking negatively in front of the customers wasn’t tolerated.

I’ve taken this with me and have tried to instill that in others that have worked under me. All of the great customer service policies can be squashed by negative attitudes from the front-line staff (point of sale in a retailer, waiters in a restaurant, etc).

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