SS21WHCWB - Premium Hospitality Training

One of the lessons we can learn from Singapore Airlines is to:

Create an environment and amenities that make customers feel special.

A customer had to leave before you finished explaining the navigation and audio systems to them. Which of these would be a premium response?

Offer to set up a time when you could go to their home to complete the process.

The idea that everyone on the team is empowered to individually deliver exceptional customer service, and everyone is encouraged to support their coworkers in their own efforts to do the same is called____________________________.

The Power of We

When you see CSI scores begin to drop, a best practice is to _______________________________________.

analyze the data and address the challenges preventing you from delivering a premium experience

Premium customers will seek out a specific dealership if they can __________________.

experience something special

Which of the following is a tool that can be used during the sales process to build value in the customer experience?

iShowroomPRO

Premium customers are looking for seamless and personalized experiences that acknowledge their ___________ and recognize their needs for efficiency and ease when purchasing something.

lifestyle

The Wagoneer Ten Customer Promises are ____________________.

the baseline for delivering premium service to Wagoneer customers