Publication: Open Air Business Magazine
Have you ever had a good customer experience when served by someone who is completely disengaged with their work or their organisation? Probably not.
Your team can be a real differentiator for your business and are a key driver of customer experience, but only if you let them! So how can you create such a culture where people feel proud?
Publication: Open Air Business Magazine
As members of your team return to work they probably have a mix of emotions. Although some will be welcome getting back to work, many may have concerns about their long term future, They may be uncomfortable about changes to their role or be anxious about their safety.
If left to fester these concerns can have a big impact on other team members, productivity and on your customers.
Read below and turn to page 32
Publication: Customer Experience Magazine
It can be tough sometimes to get motivated again after a break. Which of course can have an impact on your customers’ experience and ultimately your entire business.
So here are 7 tips to help focus on getting your team motivated and engaged again once they return to work.
Publication: Customer Experience Magazine
Being recognised at work so you can be proud of your contribution can have a massive impact on employee engagement, and all the knock-on benefits of staff retention and productivity. And of course, your customers’ experience.
So how can we create an environment where people can feel proud of their work, proud of your business and proud to be of service to your customers?
Publication: Customer Experience Magazine
Managers often tell me they're not sure what makes someone tick. Or they've made an assumption, but never actually asked the person.
Everyone is different and by finding out about what people value outside work as well as in work can be a real insight.
Publication: Hotel News Now
When I'm delivering customer service or sales training in hotels, I often ask the question: “Who here has a responsibility for selling?” Obviously, all the people with the word sales in their job title put their hands up, but they are usually the only ones. However, everyone in your hotel or hospitality business will have an impact on sales, regardless of their role.
Publication: Call Centre Helper Magazine
Active listening allows advisors to check their understanding about something while also allowing them to get to the heart of the matter.
From a customer’s perspective, active listening also helps to build trust, which prompts them to be much more honest and open with the advisor.
In addition, if the advisor uses active listening, they can ask more relevant questions and thereby lower call handling times, as well as offering a better customer experience.
Here are four training activities,.
Publication: Customer Experience Magazine
So you’ve got the booking. All you do now is wait for your guests to arrive. Right?
I’m sure you, like me, have made purchases – maybe bought a new pair of shoes, ordered a new car, or booked a holiday – only to reflect afterwards if we’ve done the right thing.
So what has this to do with your hotel guests or restaurant diners or conference bookings? Why would they ever feel remorse?
Well, let’s think about that period between making the booking and arriving at their room or at their table. Do your guests get:
Publication: Planday Blog
It seems counter intuitive, but as a business shouldn’t we welcome complaints? Of course we should – and here’s why.
When a customer is unhappy there are three potential outcomes:
Now, I know which of these options I would rather have.
Publication: Hotel Industry Magazine
It's estimated over two thirds of customers will fail to return if they feel unappreciated. Here are 5 ways make your guests feel special so they keep coming back.
Publication: Customer Experience Magazine
When you’re attracting the type of customers whom you love working with, who share your values and love what you offer you’ll make that connection. It’s then so much easier to build rapport, and this means you’re in a far better position to know what they want enabling you to meet and exceed their expectations. A win-win.
So, what exactly is important to you, and are you utilising this to attract the type of customers you love to work with?
