How do you define good customer service? It’s hard to settle on a single definition. After all, good customer service may look different depending on what your job is, what type of venue you work in, and which market segment you serve. So instead of trying to narrow it down, it makes sense to think of good customer service as many different facets of the same general idea. Good customer service can fit any of these definitions.
Good customer service means…
1. Exceeding expectations
The best customer service goes beyond the minimum requirements and gives guests something extra. A few personalized touches or comp for a special anniversary can transform an ordinary hotel stay into a great one.
2. Making guests feel at home
Guests don’t always feel comfortable in a new and unfamiliar place. Answering their questions and recommending local attractions can help them get acquainted with their surroundings. Pointing out your venue’s amenities and inviting them to enjoy all the perks you offer can also help guests feel at home.
3. Communicating
If you aren’t able to deliver something that was promised or if a service has to be delayed, let guests know right away. Make sure guests have all the information they need about storing luggage, checking in, checking out or any other procedures they need to know about. A lot of customer service mishaps and misunderstandings could be avoided through clear communication.
4. Being friendly and welcoming
Guests always appreciate being welcomed with a smile. Taking the time to ask about their stay and to check if there’s anything they need is a simple but important part of good customer service.
5. Living the “golden rule”
In your travels, you’ve probably seen some customer service that wasn’t up to par. You know it’s annoying when, for example, a front desk agent is talking to a friend instead of giving you their full attention. So you understand what it feels like to be the guest and how you’d like to be treated by hotel staff. Good customer service is putting yourself in the guest’s shoes and making sure the guest experience is what you would want for yourself.
6. Keeping operations running smoothly
If you work in the back of the house and don’t interact with guests, you can still contribute to good customer service. All the work you do ultimately affects guests’ experiences, whether you work in housekeeping, accounting, or the kitchen. When you keep things running smoothly, you prevent problems from coming up. Thanks to your work, guests don’t have to worry about what keeps the hotel running behind the scenes; they can simply enjoy their stay.
7. Making things right
When you have many guests checking in and out every day, a few complaints are inevitable. What matters is how you respond to them. Listen to guests who have something critical to say, and try to find a resolution that will satisfy them. Responding to complaints with a positive attitude and willingness to help is a hallmark of good customer service.