Think of a time recently when you either encountered someone from a different culture or observed a person from a different culture having difficulty in a customer service situation.
Describe the situation, and what you learned from it.
It almost goes without saying that good customer service is essential to any business. [ No matter how wonderful a job you do of attracting customers, how beautiful your place or even how delicious your food is, you won't be profitable for long unless you have a good customer culture in your establishment. People will remember what you or your employees have done or not done. Not just good service, but memorable service. Today's consumers have high expectation of any product or establishment as there are a lot establishments selling the same product.
I have been working in the hospitality industry for almost two decades. I have always love the challenges of creating restaurant promotional ideas to bring in business. One important factor that I have found in my years of experience is that how good your promotional activities are, if your employees are not customer friendly then you won't get people coming back. Therefore you won't improve your business. Below are some of the little things I did to improve customer satisfaction. Feel free to add your own ideas and experiences. That's what's great about the World Wide Web, sharing of ideas. ] Note:
worked under a Resident Manager who used to highlight this "You only get one chance to make a good first impression". This saying is also true in Customer Service. [ In the hospitality industry the Receptionist and Wait Staff are the frontline staff of the hotel which whom customers comes in contact first.
If the Front Line staff is professional, friendly and is able to handle a customer's needs, then that customer will have a positive impression of the hotel. This experience can lead to repeat business and also as a great word of mouth advertising tool. On the other hand, if the Front Liners are unprofessional, uninformed and unable to fulfil a customer's needs, then this will result in a negative impression. And then the customer will definitely voice out his/her grievances. Now with the help of the World Wide Web, this grievances can reach millions of people.
So the staff should be constantly briefed on the company and product knowledge as well customer service skills necessary to exceed customer expectations. How the staff is dressed is also important. If they are comfortable and look professional, they will project a positive image to the guest. I have noticed that most people feel that they are professional if they are dressed in a suit and tie, then if they are in a t shirt. Reason being in a T shirt they will feel more casual and therefore take things too lightly. ] Note:
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