Customer Service Case Studies Hospitality

Customer Service Case Studies Hospitality-81
He also gained experience in operational restructuring at a luxury boutique property re-opened after extensive renovations.His experiences have seen him work in Switzerland, South Africa, India, China, Saudi Arabia and Japan.A graduate of the Ecole Hoteliére Lausanne, Abhishek speaks English, German, Marathi and Hindi and can understand French.

The client is the largest Pan – European operator in medical imagery and related healthcare service, operating both public and private companies in 14 countries around Europe. As part of their rebranding and repositioning, the client approached us to help them incorporate customer service excellence in their daily operations and mind-set, having identified customer service excellence as a differentiating factor to the competition.

The objectives of the Project were: About EHL Group EHL Group encompasses a portfolio of specialized business units that deliver hospitality management education and innovation worldwide.

industries aren’t always regarded as attractive or exciting.

They are in markets that are regulated, often saturated and their products are commoditized.

Prior to joining EHL advisory, Abhishek worked in a Business controller role for a private hotel company with three hotel & restaurant assets.

He was responsible for the company financials and assisted the general manager in the business turnaround and eventual disposal of some assets.

Our interaction with them is more a necessity than choice.

In such environment, how does one hospital chain differentiate itself from another?

In the age of internet, information transparency and access, it is easy for consumers to compare products and prices of any company from the comfort of their couch. Moreover, new technologies and new entrants have lowered the switching barriers, making it easier for consumers to change to a new service provider.

With this background and challenges, a company active in the medical industry approached us.


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