Page 0045

Page 44 MAY 2018 | RETAILERS FORUM MAGAZINE

forumworkshop

Radisson's customer

service program supports

the synergy between

sales and service.

The "Yes I Can" philosophy

makes it clear that it

is the job of every employee

to create and keep customers. As Sue

Gordon, Vice President of Human Resources,

states: "We could even go as far as to say that

the slogan alone empowers a Radisson line employee."

It pushes the responsibility and authority

to handle customer service situations

down. If Radisson is asking them to say "Yes I

Can," then Radisson is asking them to handle

the situation to the best of their ability. The program communicates

the concept that each employee within

the hotel, whether they work in

the front or the heart of the hotel, has endless opportunities within each day to influence a

guest to return or not to return. Marketing and

sales generate trial business, but it is the positive

service experience of the guest that ensures

repeat business. Employees begin to recognize

that in reality, there is no distinction between

sales and service - sales is a part of service, if

only by the act of delivering golden moments

of truth and realizing return guests and word

of mouth referrals.

The direct results of the "Yes I Can"

program are evidenced in many locations

throughout the country. In a period when

the overall lodging market was in recession,

Radisson Hotels showed gains in

market share directly attributable to

a very high repeat business.

FORUM WORKSHOP

continued...

20 Slot Inlaid Wooden Display

including: 1 doz plain

ash catchers, 1 doz brass ash

catchers & 100 2x12 bags

& 20 bundles of sticks

WE HAVE DISPLAYS!

$126

For information, telephone: 850-674-2054 • fax: 850-674-9051

For orders only:

Wholesale Only.

Tax I.D. # Required. 1-800-220-6712 • 1-877-451-3584

MIN. ORDER $50 Qualified Checks by Phone

Visit us at our web site at www.mysticalmoments.com

95

Want More Info? Circle #41 on page 11 • www.vendor411.com

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