To ensure consistency in its Sheraton brand hotels' Service Promise Programme, Starwood Resorts & Hotels Worldwide Inc, a USA based hotel and leisure company, implemented a customer-response system. When a customer highlights a problem or complaint, the staff member enters the information into the system via a PC or mobile device. The system e-mails an appropriately skilled person to rectify the problem/complaint and tracks the resolution. Based on pre-set parameters, the system also identifies ...
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