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Josh is the Guest Experience Evangelist at Roller Software and brings more than 16 years of experience working for some of the top tourism destinations in the world, including Walt Disney World and Universal Orlando, and has consulted for organizations such as Ritz Carlton, Four Seasons, Waldorf Astoria, Mandarin Oriental, Peninsula, Montage, and Rosewood.
Discussions about customer service have always interested me - not so much because of the practical application of removing friction points in the operation, but because of turning theory into practice. It’s one thing to say we need to improve service. It’s a whole other thing to recognize the soft skills at play in many levels of the organization that will either help or hurt your efforts.
That’s what this episode tries to uncover - how do you improve customer service with an eye on empowerment, training and meaningful data collection.
Josh brings a tremendous amount of insight and knowledge to this episode that will certainly light a path in your own efforts.
Josh Liebman is the Guest Experience Evangelist for ROLLER Software. With more than 16 years of experience in hospitality and tourism, Josh specializes in guest experience, including service standards, complaint resolution, and guest feedback. Josh’s background includes operations, guest service communications, quality assurance consulting, consumer analytics, and guest experience training. Josh has worked for some of the top tourism destinations in the world, including Walt Disney World and Universal Orlando, and has consulted for organizations such as Ritz Carlton, Four Seasons, Waldorf Astoria, Mandarin Oriental, Peninsula, Montage, and Rosewood.
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