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|Hilton HHonors Recognized by J.D. Power and Associates for Call Center Customer Service Excellence|
BEVERLY HILLS, Calif.--(BUSINESS WIRE)--March 30, 2005--Hilton HHonors(R) (NYSE:HLT), the popular guest reward program for the Hilton Family of Hotels, announced today it was recognized for "Call Center customer service excellence" under the J.D. Power and Associates Certified Call Center Program(SM). This distinction acknowledges the Hilton HHonors Call Center Operation's strong commitment to provide "An Outstanding Customer Service Experience."
"This certification is the culmination of our entire team's efforts throughout the last 24 months to evolve our infrastructure in order to reflect the tremendous emphasis the Hilton Family of Hotels places on customer service," said Cindy Baker, vice president of Hilton HHonors Customer Service Operations. "Our success has allowed us to explore new ways to expand the scope of our relationships with our guests and develop the next generation of superior service."
In 2004, the Hilton HHonors Call Center Operation handled nearly 7 million telephone, email and fax interactions from its call center in Carrollton, Texas. The Call Center Operation successfully passed a detailed audit of its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. In addition, J.D. Power and Associates conducted a random survey of Hilton HHonors members who recently contacted its call center. For certification status, a call center must perform within the top 20 percentile of J.D. Power and Associates' cross-industry customer satisfaction research.
The evaluation criteria that J.D. Power and Associates used during the survey included: courtesy of the customer service representative (CSR); knowledge of the CSR; the CSR's concern for the customer questions and/or problem; usefulness of the information provided; convenience of customer service operating hours; ease of getting through to a CSR; and the timely resolution of the customer's problem, question or request. Certification is valid for one year.
In the past year, the Hilton HHonors Service Center has implemented a number of initiatives that enhance communications among customer service agents and facilitate customer service overall, including:
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com.
About the Hilton HHonors Program
Hilton HHonors is a guest reward program that gives frequent travelers a faster way to earn the rewards they want most. Enrolled members can Double Dip(R) to earn HHonors points and airline miles for the same stay, at nearly any rate, at more than 2,700 participating Hilton(R), Conrad(R), Coral by Hilton, Doubletree(R), Embassy Suites Hotels(R), Hampton Inn(R), Hampton Inn & Suites(R), Hilton Garden Inn(R), Hilton Grand Vacations Club(R), Homewood Suites by Hilton(R) and Scandic hotels around the world.
Due to the unmatched flexibility, generosity and value offered by HHonors program features, as well as the many attractive promotions that HHonors offers each year, the program has been recognized with numerous travel industry awards.
Membership in HHonors is free. Travelers may enroll online by visiting www.hiltonfamily.com. Or, to enroll instantly in the program and make reservations, consumers in the U.S. and Canada may call 1-800-HHONORS. Outside the U.S. and Canada, travelers may call the Hilton Reservations Worldwide office in their area. Travelers also may enroll at any participating Hilton, Conrad, Coral by Hilton, Doubletree, Embassy Suites Hotels, Hampton Inn, Hampton Inn & Suites, Hilton Garden Inn, Homewood Suites by Hilton or Scandic hotel around the world.
The following trademarks are owned by Hilton Hospitality, Inc.: Hilton(R), Doubletree(R), Embassy Suites Hotels(R), Hampton Inn(R), Hampton Inn & Suites(R), Hilton Garden Inn(R), Hilton Grand Vacations Club(R), and Homewood Suites by Hilton(R). HHonors(R), Double Dip(R), Double Dipping(R) and Points & Miles(R) are trademarks owned by Hilton HHonors Worldwide LLC. Conrad(R) is owned by Conrad Hospitality, LLC..
CONTACT: Hilton Brand Communications