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 ...

BPIR Categories

7.3.2 Manage customer complaints

Unlock this article and 10,000+ more

To get the most out of our extensive resources, please login or become a member below.