Top 10 customer service tips

Customer service is something that needs constant work, effort, and attention. It’s an attitude and a way of thinking. Customer service is tough in any industry, but in the hospitality industry it can be especially difficult – being on par in terms of price and quality only gets you into the game, but good customer service can win the game. Here are some tips and thought-starters for you to consider when you’re working on your customer service strategy…
Be the role model for customer service
1. Be your own customer service legend – every hotel or restaurant has their own legendary story about that one employee who went above and beyond for a client. Make sure that’s you. If a guest or customer needs something, making sure you exceed their expectations is a good way to get noticed. 2. Be a role model for others to admire – you don’t need a title or a position of authority to be a role model. No matter what your level of responsibility in an organisation is, you can step up and be a role model for others to admire. Always have a positive, helpful attitude. Conduct yourself with dignity and integrity. Be useful. 3. Be resourceful – if a guest or colleague has a question or a request, one of the quickest ways to get a solution or a recommendation can be found through crowd-sourcing on social media sites like Twitter and Facebook. The fact that these are personal recommendations for tailors, hairdressers and the like, makes them even more valuable. Use YouTube to further your education – you’ll be surprised how many new skills you can learn from how-to videos. If you’re not sure of something – Google it instead of guessing – guests and customers love it when hospitality staff make the effort to be properly helpful.
1. Be your own customer service legend – every hotel or restaurant has their own legendary story about that one employee who went above and beyond for a client. Make sure that’s you. If a guest or customer needs something, making sure you exceed their expectations is a good way to get noticed. 2. Be a role model for others to admire – you don’t need a title or a position of authority to be a role model. No matter what your level of responsibility in an organisation is, you can step up and be a role model for others to admire. Always have a positive, helpful attitude. Conduct yourself with dignity and integrity. Be useful. 3. Be resourceful – if a guest or colleague has a question or a request, one of the quickest ways to get a solution or a recommendation can be found through crowd-sourcing on social media sites like Twitter and Facebook. The fact that these are personal recommendations for tailors, hairdressers and the like, makes them even more valuable. Use YouTube to further your education – you’ll be surprised how many new skills you can learn from how-to videos. If you’re not sure of something – Google it instead of guessing – guests and customers love it when hospitality staff make the effort to be properly helpful.
Remove above this one:
Make an effort to make it happen 4. Be experimental – the same treatment doesn’t work for all guests, in all situations. Learn how to read people and don’t be afraid to try new things. As long as it doesn’t hurt the hospitality business you’re working for and the outcome is favourable for the customer and the relationship with that customer is enhanced – consider your efforts to be successful. 5. Be active in your team – be visible and contribute to the team – just because it’s not your job, or not your responsibility, doesn’t mean you shouldn’t help out where it’s needed. If there’s a customer involved – it’s always your responsibility. 6. Be definitive – decide what one word / sentence describes what / how you want your co-workers and customers to know you for, and set about making it happen. Consider words like: helpful, innovative, self-starter, motivated, cheerful, efficient, friendly, and approachable. Create a great customer experience 7. Be part of creating a customer experience – it’s no longer just about service – it’s about creating a fully immersive customer experience for each client or guest. From the minute they walk in the door, until they return for their next visit/stay, is their experience. What kind of an experience would you like to create for each guest? How can you help them have the best experience? Remember that each experience is something that they’ll share with other people – word of mouth is a powerful customer service tool. 8. Be attentive – pay attention to what your customers are saying, even if they aren’t talking directly to you. Look for opportunities to pleasantly surprise your guests. Anticipate their needs, without being obtrusive or overly noticeable. Strive to exceed a customer’s needs 9. Be personal – each guest or customer is a unique individual with their own needs. Make sure your guests know that you’re always available to them, no matter what they might need. Get to know your regulars. Their tastes, routines, personal preferences. It will pay off for you. 10. Be accountable – remember that there is no way that the quality of customer service can exceed the quality of the people who provide it – so make sure yours is top-notch. Ask for feedback from your managers, accept constructive criticism from others and ask for help when you’re in over your head. When it comes to your personal customer service strategy, the most important thing of all is to know what your customers want most and what you do best. Focusing on where those two meet, and working on bringing them together, is the surest way to be successful!

Leave a Reply

Your email address will not be published. Required fields are marked *

%d bloggers like this: