18 Nov Hospitality Management Customer Service Training
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, and should accurately reflect the customer journey.
Management who understand and communicate excellent customer service will enable the whole company to prosper. This process is not a “once off” and requires regularly evaluation and improvement with training to provide excellent service.
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. Management should undergo similar training and customer service improvement techniques as front line staff. This ensures consistency of customer service throughout each business unit and also achieves “buy in” from all employees.
Having all employees trained in a similar fashion also creates a consistent experience for the customers, which better reflects the brand images and culture.
According to Harvard Business School Professor John P. Kotter in Leading Change, “successful organisational change must start with a renewed sense of urgency”. Service strategy design must be aware of the voice of the customer and the business to better design innovative customer services that deliver business benefits. BRM Review.
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