In the hospitality sector it is imperative for organisations to realise that their quality product is not enough. Customers want an excellent experience and build loyalty. For customers to repeat business and become committed to your business/brand, they need trust and quality. Trust that you are going to deliver on promises made, and quality experience.
Over 20 dedicated Owner/Operators attended the workshop with a mix from Tourism, Retail, Community and Hospitality.
For top level management is it vital for there to be an understanding of what is the expected level of service. For management to create excellent customer service experience, there needs to a service strategy and customer service process. This must be evaluated on a continuous basis.
Offering an experience for customers is now the Holy Grail of customer service. This can be done in a number of ways, such as through extensive training of staff, hosting of events etc. But one of the most effective and consistent methods of offering a top...
Traditionally customer service focused on customer facing aspects of the business - front line staff training etc. Increasingly customer service in the hospitality sector, the focus of customer service has expanded beyond the product and business as an individual entity.
Frontline staff are very much at the coal face of the business, and come to be representative of the business to their customers. In the hospitality and tourism trade customer service should focus on the experience of the customer, and what the business can offer. Frontline staff are the people who directly meet your buyer persona, and as such, have the opportunity to really help create loyal customers and inspire influencers.