Hospitality

During the expert session, Sander Allegro engages the audience through a discussion on the importance of hospitality and creating meaningful connections with customers. He incorporates interactive exercises using the Mentimeter app to gather insights and perspectives on desirable traits for staff roles in various industries. Sander also shares personal experiences and practical examples from different sectors, emphasizing the significance of empathy, communication skills, and a welcoming environment in delivering exceptional customer experiences.

• Cultivating Human Connection: In today's digital age, focusing on human connection through high touch strategies is essential for creating memorable experiences that go beyond simple transactions. This includes prioritizing personal interaction, building relationships, and providing customized solutions.
• Managing Stress and Anxiety in Service Roles: Understanding the importance of managing stress and anxiety related to service errors can help staff members be more present and effective in their roles, ultimately improving the overall customer experience.
• Creating a Welcoming Environment: The environment plays a significant role in shaping customers' expectations and experiences. By ensuring that people have enough space and making small adjustments to create a hospitable atmosphere, businesses can significantly impact clients' perceptions and feelings towards their brand.

In this expert session, Dela Sander Allegro discusses the significance of high touch strategies in creating positive customer experiences. He explains that while product quality is important, it is not the only factor in overall satisfaction. Instead, personal interaction and building relationships with customers can lead to trust, loyalty, and emotional connection.

Sander provides examples from both the financial industry and beyond, highlighting the importance of dedicated relationship managers, personalized advice, face-to-face interactions, custom solutions, and personalized customer service in creating a human connection. He emphasizes that these strategies not only differentiate businesses but also build stronger relationships with customers.

During the session, Sander shares insights from his experience managing crematoria, where he discovered the impact of even small mistakes or issues on staff members and clients. He encourages attendees to focus on what they can control and manage stress and anxiety related to service errors.

Sander also emphasizes the role of communication skills, problem-solving abilities, and adaptability in providing excellent service. He discusses how the environment affects customers' expectations and experiences, using an analogy of learning a language to illustrate the importance of developing strong empathy and social skills as crucial in all guest services scenarios.

Sander concludes by expressing gratitude for the participants' engagement and inviting them to ask questions through chat or microphones. He shares a link to a survey where attendees can provide valuable feedback on the session itself. Throughout the session, Sander emphasizes the importance of balancing technical and social skills to create memorable experiences that resonate with customers on an emotional level. He ends by wishing everyone a successful day ahead and expressing his eagerness to engage in the chat.

Overall, Dela Sander Allegro's expert session emphasizes the importance of creating a welcoming environment, focusing on people at the point of interaction, and building relationships based on trust, empathy, and personalized attention. By combining high tech and high touch approaches, businesses can offer convenience and efficiency while still providing the human connection that customers crave.

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• It was brilliant! Thanks a lot!
• I really liked this session! A lot of information and I liked the interactive aspect.