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In one way we can define customer service as the “provision of service to customers before, during and after a purchase”. Customer service involves carrying out series of events aimed to enhance the level of customer satisfaction i.e. the very feeling that a product or service has lived up to the customer’s expectations. Remember the famous saying “The customer is always right”.
The driving force behind this statement is the fact that customers are the lifelines for any business. In this sense, it becomes important to understand the value of quality customer service. How it helps businesses create new customers, retain the loyal ones and pave ways for future customers.
The importance that a customer gets may vary depending on product, service, industry or the customer himself. The success of such initiatives largely depends on employees of the hotel who need to adjust themselves according to the personality of the guest.
Excellent customer service is one of the vital reasons behind the success of any business. It is the first time when a client goes one on one with the business representative or staff. It is the first opportunity for a business to amaze their clients and create a long-lasting impression on them. For the customer to come back to the business, businesses need to deliver what was promised in the first place and exceed it wherever possible.
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There is a subtle difference between good and great service. Great service develops a feeling inside the customer that you care for them and willing to forge a long-term relationship, which is much more than just making a sale. A quality customer service brings more benefits to the hotel than media advertisement. Improving “the first contact” with customers is one of the main driving forces behind customer satisfaction. Good listening skills and questioning techniques can prove indispensable while interacting with customers.
To know What hotel star ratings actually mean, click here.
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Rewarding the positive initiatives taken by the staff, interacting and sharing information with them on a day-to-day basis, empowering personnel, fostering wellness and listening to your intuitions are some small but effective ways for hotel staff to create the kind of guest experience and customer service ethics that will be recognized by your customers.
Without giving a single thought your position, if we respond quickly and efficiently to customer’s request, chances are good that they would plan to stay longer or buy more from you.
Today, companies all over the world are recognizing the benefits of good service for retaining and winning customers. Customers with memorable experience stay loyal to your business; at least more than those who have bad ones. In return, it makes your workforce more sophisticated and well equipped.
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It is noteworthy to mention that great customer care service directly contributes to accelerated economic growth. Customer service is a hidden treasure that can work like a magic in the hotel industry.
A survey report prepared in 2010 shows that Rwandans with higher education and non-Rwandans were the happiest with the customer service they received. In public offices, Immigration and Emigration departments ranked first while district offices were the worst performers. For businesses, hotels ranked higher while banks the lowest.
We hope that this article has been successful in bringing out the importance of quality customer service and its implication on the hotel business.
For more information on hotel management courses in Kolkata Click Here.
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