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The Service Culture Blueprint: Developing a Culture That Puts Customers First
Written by Nina Weierman, a 20-year hospitality industry veteran, this easy to read training book provides a step-by-step framework to build a service culture that delivers exceptional experiences.
Drawing from firsthand experience at renowned organizations such as 21c Museum Hotels and Chesapeake Hospitality, Nina shares proven strategies to hire the right people, develop service excellence skills, and create a culture of accountability.
Lessons Define Great Customer Establish what exceptional service looks like for your organization.Hire the Right Use behavioral interviewing to recruit employees who align with your service values.Train for Implement effective training strategies that lead to lasting behavioral change.Foster a Strong Internal Engage and empower employees to uphold service standards.Enhance Build trust and improve service recovery through effective communication.Backed by real-world success stories and actionable insights, this book equips you with the tools to transform your organization into a service powerhouse. Whether you're a business leader, manager, or team member, this guide will help you cultivate a culture that keeps customers coming back.
Are you ready to take your service culture to the next level? Let’s get started!
Drawing from firsthand experience at renowned organizations such as 21c Museum Hotels and Chesapeake Hospitality, Nina shares proven strategies to hire the right people, develop service excellence skills, and create a culture of accountability.
Lessons Define Great Customer Establish what exceptional service looks like for your organization.Hire the Right Use behavioral interviewing to recruit employees who align with your service values.Train for Implement effective training strategies that lead to lasting behavioral change.Foster a Strong Internal Engage and empower employees to uphold service standards.Enhance Build trust and improve service recovery through effective communication.Backed by real-world success stories and actionable insights, this book equips you with the tools to transform your organization into a service powerhouse. Whether you're a business leader, manager, or team member, this guide will help you cultivate a culture that keeps customers coming back.
Are you ready to take your service culture to the next level? Let’s get started!
52 pages, Kindle Edition
Published March 2, 2025
2 people are currently reading
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