Nowadays old advice like: The customer is always right, come back strongly in the hospitality industry.
According to the Inc. Magazine the following eight expert tips are the best way to deal with unsatisfied customers:
1. Ditch the formalities and break the rules.
2. Don't give customers too much choice.
3. Monitor your reputation online. All the time.
4. Shut up and listen.
5. Collect lots and lots of customer feedback.
6. Sit tight and be nice.
7. Don't fear using your QSA budget.
8. Focus on learning from the feedback.
The most important point is that even if employees always need to apply the company credo to answer any problem, the best way to handle customer complaints is to offer them a personalized service.
Be innovative and analyze customers' feedback respecting the company rules will help the hotel to make customers happy, look after customers loyality and make the business better.
Customer’s relationship is a growing issue essential for the health and wealth of a company. When customers select a brand there are three elements enabling its choice :
RépondreSupprimerQuality of the product/services.
The Client’s relation.
The customer’s service.
After deep studies, we remark that most of the french customers are disappointed by the quality of service offered by the companies what ever the sector. Customers feel that they are not considered by companies which doesn’t seem preoccupied by their needs and wishes. There is a constant growth of the customer’s expectancies in the relation with the company when they decide to buy a product or a services. The interesting fact is that the amelioration in customer’s service is done at a smaller rate than the growth of the customer’s expectancies. Nowadays almost all the products and services offered are almost the same and the differences between companies can essentially be done based on their customer’s services and on the relation they have with their customers. The main reason why companies loose customers come from the lack of interest they have to maintain a good relation with clients. It is ironic because customer’s expectancies are no longer based on the quality of the products but on the quality of their customer’s approach.
The customer’s relation is much more represented in the hospitality and touristic sector because everything has for aim to help the customer enjoy his stay. It become crucial for companies to take care of their clients if they wish to keep their market shares and stay competitive.
this is a good point about customer service and how companies deal with unsatisfied clients however, sometimes customers complain so much that they do not even make feedback but they just do not want to come back again. This is why it is very hard to focus on their feedbacks.
RépondreSupprimerIf a client explains well his complain companies can deal with them easily. Every company wish to deal properly with unsatisfied customers and the eight tips can be a good way to make them happier.