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Is Customer Service an Oxymoron or Leadership Tool for Hospitality Managers?

December 2, 2020

Hospitality professionals universally recognize the importance of customer service to the success of their businesses. Examples of this importance are measurable. For example, one study on the impact of customer service found the following (Oracle, 2011, p. 2).

  • 86% of consumers will pay more for a better customer experience.
  • 89% of consumers began doing business with a competitor following a poor customer experience.

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