1. Engage with your target audience
The customer service’s goal is to offer a positive experience to your guests so that they can associate it with your property. How do you react when customers contact you for information about a product or service? Do you simply give them the price? Or rather, do you ask the right questions to identify all their needs? Do you describe the main reasons they should do business with you instead of with a competitor? By engaging with your customers from the very first contact, you give yourself the advantage of knowing what they need to ensure their full satisfaction.
2. Demonstrate interest in your target audience
When customers come to the front desk to check in or to request something, do you simply give them what they need, or do you ask them questions about their expectations? Once your customers have got what they need, do you inquire about their experience? Demonstrate interest in your customers—they’ll appreciate that you took the time to ask them about their experience, and you’ll find out what you can improve the next time.
3. Listen to your customers
One of the most important skills is to listen to your customers whatever their mood or manner and above all show empathy. You’ll be surprised at how quickly active listening can defuse a problematic situation. First take into account your customer’s concerns, then find a solution that satisfies all parties. We’re not suggesting the customer is ALWAYS right, but by understanding their point of view, you’re more likely to find a satisfactory solution.
4. Find a solution that satisfies all parties
Solutions can take different forms—it’s not only about offering free products and services. A solution can be very simple: sometimes it’s just about granting a customer’s request on the first call or dispatching a respectful technician with a well-groomed appearance in a timely manner. If you keep your company’s promises, your customers will only have good things to say about you!
5. Keep in contact with your customers
The end of your customer’s stay doesn’t have to be the end of your relationship. Don’t hesitate to contact them and follow up on their experience. If you don’t want to make calls, you can send them a brief survey by email. This way, you’re not only paving the way to your next interaction, you’re also making sure that the experience they just had was a positive one.
6. Don’t forget your results
Make sure to provide consistent customer service, if only to improve your results. The better you treat your customers, they better they’ll treat you. If you provide outstanding service in every situation, your customers won’t turn to websites like Trip Advisor or Yelp to complain and won’t post their dissatisfaction on social media such as Facebook, Twitter and Instagram. On the contrary, they’ll post online reviews and recommend you to colleagues and friends. As these positive impressions spread, your sales will increase year over year.
To make these behaviours part of your daily routine, nothing is more effective than practice. You and your staff can run through these tips every day during your routine meetings. Discuss each tip and the meaning it has for every staff member, and challenge yourselves to put them into practice. When the actions become more natural, it will reflect positively on your team and make your staff’s work easier on a daily basis. Your employees have much to benefit from!