6 tips to improve your customer service skills today

Here are 6 tips to improve your customer service right now.

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!

Some articles that might interest you

12 May, 2016 | Claudine Vio

9 Ways to Boost Hotel Bookings and Increase Revenue

Tip 1: Solidify your hotel guest personas With the help of your hotel database, find out who your…
Read the article
28 June, 2016 | Nicolas Audiffren

8 great reasons to create a customer satisfaction survey

To make sure the service you offer matches your customers’ needs/expectations Where striving for quality is concerned, the…
Read the article
12 July, 2016 | Laura Yee Kui Choi

The 5 best ways to promote your hotel on a limited budget

1 - Create a captivating web experience One of the pillars of a solid marketing strategy is having…
Read the article
25 August, 2016 | Nicolas Audiffren

10 Digital Marketing Tips to Differentiate Your Hotel

1 - Embrace your specialization Your hotel should appear in the distribution channels most relevant to your market…
Read the article
24 January, 2017 | Sarah Trépanier

5 tips to make your hotel staff more productive

Give incentives to work harder One of the first things you can do to encourage your hotel team…
Read the article
26 January, 2017 | Catherine Daoust

4 ways to keep your hospitality staff happy

1 - Establish a working culture of learning and development The nature of the hospitality industry is that…
Read the article
3 April, 2017 | Sarah Trépanier

Why is it beneficial for hoteliers to train their staff?

1 - Boost their performance Investing in training isn’t done simply for the employee’s benefit — it can…
Read the article
23 May, 2017 | Karine Thibeault

Hotel management software: what about cybersecurity?

Physical security Should your establishment suffer damage from a fire or water infiltration, it would be unfortunate to…
Read the article
12 July, 2017 | Nicolas Audiffren

8 easy steps to boost direct bookings

Augmentez vos réservations directes en 8 étapes faciles 1. Make the reservation process easy To encourage people who…
Read the article
3 August, 2017 | Claudine Vio

4 booking engine attributes that boost conversions

User-friendly and intuitive The easier and more intuitive the booking experience, the more likely conversions will result. Therefore,…
Read the article
7 February, 2018 | Sarah Trépanier

Everything you need to know about loyalty programs

Reasons for a loyalty program Loyalty programs are well known for creating a win-win situation: Guests get rewarded…
Read the article
7 March, 2018 | Sarah Trépanier

How to attract business travellers

Technology is essential C’est simple, pour inciter les voyageurs d’affaires à séjourner dans votre établissement, celui-ci doit être…
Read the article
24 April, 2018 | Karine Thibeault

6 Qualities of a Good PMS

Les 6 qualités d'un bons PMS hôtel A good PMS must: Be easy to use Your PMS must…
Read the article
15 May, 2018 | Claudine Vio

Let automation lead the way

Laissez-vous guider par l'automatisation The booking process Automation begins with booking. When booking is done online, the booking…
Read the article
21 June, 2018 | Karine Thibeault

With PMS integration, you have the luxury of choice

Why is integration capability important? An establishment’s hotel management system (PMS) lies at the heart of its operations. While…
Read the article
26 June, 2018 | Karine Thibeault

5 tips to maximize your property management software

1. Training: getting to know your PMS When implementing or changing your hotel management system, proper training is key. As…
Read the article