Importance of Customer Service In Hospitality

Summary

The video emphasizes the importance of strong employee-customer relationships in hospitality and customer service. It highlights how quality service is achieved through attentiveness, competency, and exceeding customer expectations. The video provides examples of both good and bad customer service, showing how small details, like personalized greetings and using polite language, can improve the guest experience. Poor customer service can lead to business loss, while good service promotes loyalty. Key takeaways include the importance of responsiveness, attentiveness, and personalization to create a positive impact on guests and business growth.

Takeaways

• 🏢 The foundation of successful hospitality is a strong employee-to-customer relationship.
• 👥 Hospitality and customer service involve perceiving the needs of guests and staff.
• 🎯 The goal of quality customer service is to consistently exceed expectations.
• 🗣️ Effective communication, such as proper language and posture, is crucial in customer interactions.
• 🤝 Personalizing the customer experience by remembering details about guests can greatly enhance service.
• 📞 Providing a direct line of contact, like a personal extension, makes customers feel valued.
• 🙅‍♂️ Using generic phrases like 'hi' or 'you're welcome' can be improved with more engaging language.
• 👩‍💼 Offering assistance proactively, such as directing guests to concierge services, can improve the customer experience.
• 📉 Poor customer service can lead to the loss of customers and damage to business reputation.
• 🔍 Listening to and prioritizing customer feedback is essential to maintaining a strong customer service approach.

Q & A

What is the primary goal of quality customer service in hospitality?

The primary goal of quality customer service is to exceed guest expectations through responsiveness, competency, and convenience.

Why are guests considered the most essential part of hospitality?

Guests are essential because the hospitality industry revolves around meeting their needs, and ensuring their satisfaction is key to company growth through customer loyalty.

What are some important elements that contribute to good customer service?

Important elements include using proper language, maintaining good posture, personalizing the guest's stay, remembering guest names, and offering direct contact for further assistance.

How did the employee in the first example provide good customer service?

The employee provided good customer service by remembering the guest’s previous visit, offering to make a reservation, providing a personal extension, and addressing the guest in a polite and attentive manner.

What phrases can be improved in customer interactions, according to the script?

Phrases such as 'hi', 'you're welcome', or 'want me to' can be improved by using more professional language like 'welcome sir', 'my pleasure', and 'how may I assist you?'

How does poor customer service affect businesses?

Poor customer service can lead to customers ending business relationships, with 78% leaving due to bad service and 61% switching to competitors.

What are some behaviors that can lead to poor customer service?

Behaviors like inattentiveness, lack of responsiveness, and not making the customer feel heard or important can lead to poor service.

What was missing in the second example of customer service?

In the second example, the employee failed to personalize the interaction, used less professional language, and did not offer any further assistance or show attentiveness.

What can employees do to improve customer service in hospitality settings?

Employees can improve by using more formal language, offering personalized services, being attentive to guests’ needs, and directing them to appropriate services like the concierge.

What does the script emphasize as key to avoiding poor customer service?

The script emphasizes attentiveness, responsiveness, and making guests feel heard and valued as key to avoiding poor customer service.