Recently, I had the opportunity to sit down with Mindy Lentz, Director of Customer Care at Hilton, to discuss the crazy world of travel today.
In this episode, Mindy shared stories of the travel chaos…but more importantly, how it affects the Hilton agents. Mindy describes how they equip their agents with the tools and space to handle the current environment. She also explains how hiring the right agent, one who is truly passionate about the brand, creates “built-in empathy” for the traveler. These agents don’t just handle calls…they’re out there as travelers as well.
Contact center agents, especially those in hospitality, are on the front lines of the Mad Max world of travel we live in today. How can we help those agents? Find out from Mindy Lentz …
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The plague of Adult Temper Tantrums
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How to be the superhero that saves the day
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Hiring passion for what your brand offers
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A FANTASTIC employee discount program
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Solving for “Service Fatigue”
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Keeping remote agents engaged -Not how are you but how ARE you?
You can view the full podcast below, or choose one of these other channels to view this podcast and more:
Apple Podcasts: http://bit.ly/applecxpassport
Spotify: http://bit.ly/spotifycxpassport
Web: http://cxpassport.com
YouTube: https://bit.ly/youtubecxpassport
Rick is a CCNG member, a CX Advisor, and Keynote Speaker who enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach. Rick also hosts the CX Passport podcast and believes the best meals are served outside and require a passport.
