In my conversation with hospitality service expert Christoff Weihman, we covered a number of topics surrounding hospitality customer service, including how it is evolving and how it differs from other service models.
Christoff believes that 5-Star service is about feeling – how customers feel during their experience with the organization and how they feel after they leave.
Christoff and I also discuss how hospitality organizations are using technology to improve experiences, and how they need to make sure staff is trained to communicate with customers around certain technological changes.
Make sure to check out Christoff’s insights in the video below.
To learn more about Christoff, check out his bio beneath the video.
Christoff J. Weihman is a speaker, author, trainer, service & hospitality expert, and Service Elevater.
Throughout his career, Christoff has served in various capacities-as a server, bartender, wine sales rep, catering sales manager, event planner, and banquet service manager. He has worked for Wolfgang Puck in Hollywood; Darden Restaurants, as well as other establishments in St.Louis, Los Angeles, and at the Hyatt in Guam and Nikko Hotel in Saipan.
He believes, that regardless of the type of restaurant or establishment, 5 Star Service should always be the goal.
Christoff is the author of Getting to WOW! Everybody WINS with 5 Star Service and is also the founder of the Excellerate Service conference.
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.