The Broadmoor Hotel in Colorado Springs, Colorado, maintains its five-star rating by focusing on five service characteristics: reliability, responsiveness, assurance, empathy, and tangibles. Employees are instructed to always address a guest by name, if possible. To accomplish this, employees are trained to listen and observe carefully to determine a guest's name. Which service characteristic is this an example of?

Question

Business

Savannah Richardson

18 January, 13:07

The Broadmoor Hotel in Colorado Springs, Colorado, maintains its five-star rating by focusing on five service characteristics: reliability, responsiveness, assurance, empathy, and tangibles. Employees are instructed to always address a guest by name, if possible. To accomplish this, employees are trained to listen and observe carefully to determine a guest's name. Which service characteristic is this an example of?

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Answers (1)

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Isla Osborn · Answer 1

Empathy

Explanation:

In common language, empathy refers to the ability an individual has to understand the feelings, ideas, desires and thoughts of other people.

When we refer to empathy in marketing terms, it refers to ability that an individual has to understand what your target customers want and need. If you understand what your potential clients want, then you will be able to offer them a service that satisfies those needs.

When the hotel's employees address a guest by his or her name, it create a sense of community with the guest. This usually happens when you go to a local store or coffee shop and the owner knows who you are, and you consider that store part of your community.