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A guest services call center agent at a luxury hotel in Tokyo told me how bad she felt when unable to satisfy a guest’s request and asked me how she could have done better. The guest had called to make a dinner booking for eight people in one of the hotel’s exclusive restaurants on a specific date. The restaurant had limited availability because of previous bookings. She offered options\u2014a different date, separate tables, and a private room with a view for a modest fee\u2014all to no avail. The guest was upset and hung up. She felt bad despite having done everything right. What else was she supposed to do? Boot […]<\/p>\n","protected":false},"author":1,"featured_media":4511,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_import_markdown_pro_load_document_selector":0,"_import_markdown_pro_submit_text_textarea":"","episode_type":"","audio_file":"","podmotor_file_id":"","podmotor_episode_id":"","cover_image":"","cover_image_id":"","duration":"","filesize":"","filesize_raw":"","date_recorded":"","explicit":"","block":"","itunes_episode_number":"","itunes_title":"","itunes_season_number":"","itunes_episode_type":"","footnotes":""},"categories":[7,9],"tags":[357,246,361,358,360,359],"series":[],"class_list":["post-4508","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-service","category-staff-and-employees","tag-guest-services","tag-mindset","tag-philosophy","tag-present","tag-resilience","tag-stay-present"],"episode_featured_image":"https:\/\/stevenbleistein.net\/wp-content\/uploads\/2024\/10\/customer-service.jpg","episode_player_image":"https:\/\/stevenbleistein.net\/wp-content\/uploads\/2026\/04\/Podcast-Cover-copy-scaled.jpg","download_link":"","player_link":"","audio_player":false,"episode_data":{"playerMode":"dark","subscribeUrls":{"apple_podcasts":{"key":"apple_podcasts","url":"","label":"Apple Podcasts","class":"apple_podcasts","icon":"apple-podcasts.png"},"stitcher":{"key":"stitcher","url":"","label":"Stitcher","class":"stitcher","icon":"stitcher.png"},"google_podcasts":{"key":"google_podcasts","url":"","label":"Google Podcasts","class":"google_podcasts","icon":"google-podcasts.png"},"spotify":{"key":"spotify","url":"","label":"Spotify","class":"spotify","icon":"spotify.png"}},"rssFeedUrl":"https:\/\/stevenbleistein.net\/ja\/feed\/podcast\/the-growth-zone","embedCode":"
Resilience and the Hanoi Hilton<\/a><\/blockquote>