Dr. Tony Alessandra offers his insights on the state of customer service today. The experts at HospitalityEducators.com can work with your team to enhance your guests' experience.
Nothing brings a smile to people’s faces more easily than beautiful, fresh flowers. A fragrant bouquet welcoming guests to your inn is always a fantastic introduction to their planned getaway.
Going to a bad hotel can ruin any trip. Jeff Glor and Rebecca Jarvis spoke with Anthony Melchiorri of the Travel Channel's new show, "Hotel Impossible," for the lowdown on good hotels.
STOP. LOOK. LISTEN. Three simple, potentially life-saving actions drilled into us by our parents and teachers when we are about to cross the road. This sound advice is relevant to all manner of junctions into which we encounter. But for the purpose of this column, none is more relevant than understanding where we are and where we are headed with hotel technology.
Customers might get angry for a variety of reasons, some justified, some not. Whether they confront you face-to-face, over the phone or in Live Chat, you are likely to encounter frustration, aggressiveness, irritation and very little patience. Handling such customers is one of the most difficult, stressful and challenging parts of the customer service job.
While unhappy customers tend to spread their negative experiences through word-of-mouth, online customer reviews and comments in social media channels, it can really hurt your brand’s reputation and even lead to revenue loss. On the other hand, the right response to a customer complaint can actually turn those unsatisfied customers into your loyal fans.
Check our Infographic with 10 simple tips on how to handle angry and rude customers effectively and 10 great quotes to remember when dealing with them. Have something to add? Feel free to share your thoughts in the comments.
Guest Columnist Bryan Williams shares an excellent example of WOW. Wowing your customers is just another way of saying, 'exceed your customers expectations', or 'create exceptional memories', or 'provide an unforgettable experience'. At the end of the day, all customers want to feel valued, appreciated, and cared for. The challenge, in many cases, is for leaders to properly articulate to their team what a BIG WOW truly is. Of course, this also assumes that the leaders, themselves, know what a WOW is.
Paying appropriate attention to the markets and guests we serve lessens the risk of losing the loyalty of a guest. This article addresses trends and mistakes many properties of all product segments are making in their breakfasts, which increases the danger of it becoming a commodity rather than a unique experience.
This article offers specific examples of successful properties that choose to focus on their ingenuity with special touches to pleasantly surprise and impress their customers.
If we truly want to serve in an exceptional manner, then we must regularly look at service from our customer's perspective. It can become quite easy to get so caught up in the day-to-day operation of our jobs, that we unintentionally overlook simple service errors. We, as service providers, can become very focused on giving service, and forget that it's all about how our customers receive that service. by HospitalityEducators.com Guest Columnist, Dr. Bryan Williams, DM
Going to a bad hotel can ruin any trip. Jeff Glor and Rebecca Jarvis spoke with Anthony Melchiorri of the Travel Channel's new show, "Hotel Impossible," for the lowdown on good hotels.
