Hoteliers should select customer-service representatives based on their communication skills, not on how nice they are, Alan Fairweather writes. "I really have to ask, 'Who employed these people in a customer service job? A job that requires people who can communicate with the customer. People who are warm and friendly. Who make the customer feel at ease and want to return to the business, buy more of the product or service and say positive things to other people,'" Fairweather writes.
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