A Flight Simulator for the Front Desk
In 2015, Mursion partnered with Best Western® Hotels and Resorts to help one of the world’s largest hotel chains reach its vision to “lead the industry in superior customer care." Delivered directly to Best Western’s 2,200 properties in North America and integrated into an onsite training facilitated by regional coaches, Mursion provided live virtual simulations to help the hotel chain tackle one of its biggest customer service challenges: problem resolution.
As a result of the training, Best Western experienced an average increase of 5% on problem resolution, the focus of the simulations, and 2-5% gains for other areas of customer satisfaction.
This program also earned Best Western a silver award for Unique Learning and Development Program from Brandon Hall.