The importance of guest loyalty
Read moreWith so many day-to-day business regiments that take place in the hospitality industry, it can often be difficult to keep up and manage customer relations- while catering to current customer needs’. However, as customer service representatives, we know how important customer retention is to the success of business, as well as the future it holds on our businesses. Yet still, it remains the most common reason customers are lost to competitors is because they perceive that your business does not value them- meaning that 7/10 customers will leave and go to your competitor business… yikes!
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7 Phrases That Should Never be Used in Customer Service
Read moreThe importance of choosing words carefully within the customer service industry is crucial and can play a very important role in whether or not your business will have returning customers. Nearly 70% of all customer will quit doing business with a company if they feel there were mistreated, treated rudely and or treated with indifference, and most employees do not
Hotel Trends 2015: Market to Millennials
Read moreDoes your hotel establishment cater to the new generation? How do you present a unique opportunity for Millennials to feel welcomed at your establishment but still remain traditional enough for other generations to also feel accepted and comfortable?
The Millennial generation is the largest growing customer segment within the hospitality industry, it is said that by 2025, Millennials will consist of 50% of all travellers. This Gen Y, or Millennial Generation, consists of those born in the early 1980s- to the early 2000s. They are an important and diverse generation due to their unique relationship to technology, high education, and their willingness to seek out the information they need. They thrive for an environment that provides a unique experience through engagement and interaction. It is said that this is the generation that will continue to shape the economy for decades to come due to their buying power and desire for travel.
Protocols that can Result in Poor Customer Service
Read moreProtocols and procedures are put into place within a workplace setting to ensure consistency, accuracy and that the right measures are being taken to complete a task. Within the customer service industry, protocols and procedures are essential to our everyday work to ensure that we are serving our clients to the best of our abilities. Over time however, protocols may become ‘the way we have always done it’, instead of the best measure that we should be using to fulfill the needs of our customers.
How to Handle Upset Customers
Read moreHaving an uneasy customer is not a pleasant situation for anyone. When dealing with a client that is not having their needs met, often times situations become heated.The customer may be very vocal about how they feel their needs are not being met, and the staff member involved may feel uncomfortable and just wants the situation to be over with.
