Embassy Suites By Hilton Norman Hotel & Conference Center

“EXCELLENT CUSTOMER SERVICE!”

I had the opportunity to stay at the Embassy Suites in Norman, Oklahoma—my favorite Hilton property for many reasons, however, during this particular stay, in the early morning hours the community tornado warning siren and hotel system alarmed. Knowing the history of the area, I became anxious. By… more

I had the opportunity to stay at the Embassy Suites in Norman, Oklahoma—my favorite Hilton property for many reasons, however, during this particular stay, in the early morning hours the community tornado warning siren and hotel system alarmed. Knowing the history of the area, I became anxious. By the time I reached the lobby area the anxiety had increased. I watched how the gentleman at the front desk was calm while answering questions on the phone. After the phone call, he (Ted) immediately addressed me in a calm, professional manner. I wasn’t voicing my heightened level of anxiety and fear, however, his demonstrated expertise in customer service recognized I was more than uncomfortable with the situation. He provided immediate understanding of my concern, provided direct reassurance, details of the storm, the hotel’s emergency plan then reiterated calm reassurance. Ted should be training individuals how to provide customer service in a calm and friendly manner while maintaining professionalism during potential emergencies. Ted recognized my fear and anxiety without me verbalizing them. He didn’t just provide, “It will be ok… you need to go that way.” Ted de-escalated my anxiety /fear by reassurance, providing education regarding the situation, the (solution) plan for best outcome and finally he visually showed the potential emergency had passed. I have never been provided the outstanding customer service I routinely receive from the staff at Embassy Suites in Norman, Oklahoma from any other hotel. I have never received the kind, calming, professional, outstanding quality of customer service at any other establishment than I received fromTed. I have previously witnessed Ted calmly de-escalate a situation with a verbally aggressive customer at the front desk, never ceasing his professional, friendly, empathetic manner. I believe credit should be given where credit is due and Ted consistently demonstrates going above and beyond in customer service. He is a true asset to the Embassy Suites and Conference Center of Norman team and the Hilton brand.

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