> CSR Training

Trained for several months before they ever answer the phone, our Concierge Service Representatives’ preparation begins with knowing your company and your products inside and out – literally.

At Hotels at Home, we begin our extensive and detailed education process by having our Concierge Service Representatives (CSRs) touch and feel all of the products in your catalog. CSRs regularly meet with vendors for demonstrations, familiarity sessions and Q&As about each item so that no question from your guest-customer, however detailed or expansive, will go unanswered.

Our CSRs also spend ample time getting to know the ins and outs of our fulfillment operations. This kind of big picture training gives them a 360° view of what it really takes to get an order through the warehouse and shipping process and into your guest-customer’s home so that they can lead your client through their purchase with confidence.

Our CSRs are trained, not just to listen to, but really hear your customers and share in the excitement of their shopping experience. Beyond requiring the highest level of proficiency and professionalism from our CSRs, we train every member of our team to engage customers in order to provide the same level of service that you would find in the most exclusive hotels around the world.

Moving well beyond simply taking and tracking orders, our CSRs guide your guests through the purchase process, providing information, insights, education and recommendations for best use of your products.

Geography, language and time of day or year are not barriers to guest satisfaction. As your sales advocate, each Hotels at Home CSR is trained to exceed expectations by walking every guest-customer through each shopping experience – no matter when, no matter how long it takes – to ensure that the experience is enjoyable, smooth, memorable and satisfying. In is not uncommon, for instance, for our CSRs to talk a client through the process as they dress the new bed they’ve ordered from you, layer by layer. We feel such hands-on and personal commitment resonates with your guest-customers and makes for a memorable experience they will want to repeat.

Our CSRs’ high level of know-how about our Internet-based technologies also heightens the experience of your guest-customers. Our team’s extensive online orders training allows them to react and respond to your customers’ needs in real-time during their purchasing session.