FO-6

HANDLE QUERIES THROUGH USE OF COMMON BUSINESS
TOOLS AND TECHNOLOGY

Customer Service Technology
There are a few major areas in which technology now is able to help provide key advantages
to businesses especially in the hospitality industry in engendering customer loyalty by
improving customer service:
Websites. Providing areas on your website where customers can answer their own questions
or seek answers from others.
E-mail. Using e-mail as a way to improve customer service and more quickly respond to
certain needs or help requests.
Communications. Unifying communications so that you know that the customer who left a
voice mail also sent an e-mail with the same request a few days ago.
Software. Better managing customer relationships with more sophisticated data-gathering

tools, such as customer relationship management software,
Giving Customers What They Want, When They Want It

The goal of the hospitality business in terms of its customer interactions is the generate
loyalty. There's no better way to do that than to offer quality products and services and to
be responsive to your customers. But as new technologies have come to market to make it
easier for businesses to provide customer service, they may also be increasing the number
of channels through which you interact with customers and the complexity of those
interactions. Hospitality businesses nowadays want to use technology to raise the quality of
their customer service focus on the following:
 Data management and analytics. Using data collected from customer to analyse
their preferences.
 Insight-driven marketing. Gaining insights into your business from customer data so
you can more effectively target marketing.
 Marketing automation. Streamlining and automating business processes to improve
efficiency and keep costs low.
 Self-service optimization. Finding ways for customers to interact with your business
when they want.
 Workforce effectiveness. Encouraging your staff to embrace new ways improving
customer treatment by providing tools and training to deliver better service
HANDLE COMPLAINTS/CONFLICT SITUATIONS, EVALUATION
AND RECOMMENDATIONS
Why are expectations sometimes greater than reality? Because of the subjective or
unrealistic promises made in advertising material. Because the price is high compared to
similar properties. Because the price does not match the level of quality of the product.
Because while expectations are realistic, the product is poorly presented. Because the guest
develops preconceived high expectations that are formed from other sources of
information. For example, the product was 'talked up' by other users.
Steps in Taking the Complaint
Step One. When a customer first makes a complaint, take a step back It can be
difficult to remain impassive in the face of criticism, but an emotional response will
only serve to irritate the customer further.
Step Two. Give the customer your full attention and listen to the whole problem
before responding. Put yourself in their shoes - if you had a problem, you would want
someone to listen to you. Appearing disinterested, or attempting to argue back, will
only exacerbate the situation.
Step Three. Don't jump the gun. You might deal with complaints on a regular basis,
and may well have handled a similar situation before. However, for the customer,
their complaint is unique to them. Treat them as an important individual by listening
to their problem in full.
Step Four. Try to understand. In the face of a complaint, it's easy to be defensive -
particularly if you don't believe you're at fault. However, you have to put yourself in
the customer's shoes. If you were on the receiving end of their experience, would
you personally be satisfied?
Step Five. Always use your initiative when dealing with complaints. If the blame lies
with one particular member of staff, it is often best to remove the customer from
their presence. This can defuse tension and emotion, and help the customer to re-
evaluate their anger.
Step Six. Never pass the customer around from person to person. Each complaint
should ideally be handled by one staff member. Therefore, you should always ensure
that the person assigned to the case has the authority to deal with the solution.
Finding a Solution
1. Once the customer has aired their grievance, you should immediately give a sincere
apology. Any number of factors could have contributed to the issue, and you might not be at
fault. However, you need to take responsibility for the problem. Sometimes, an apology is all
it takes to place an angry customer.
2. Customers never want to hear excuses. However, you are fully entitled to briefly explain
why they didn't receive the standard of service they expected. This should take place after
you've listened to their complaint and made an apology.
3. Sometimes, a complaint will be followed by a request for compensation- typically a

refund or a voucher. However, customers often haven't planned beyond making the initial
complaint. In these cases, ask the customer for their desired outcome. This makes them feel
both involved and valued. Every business should have a contingency plan in place for
customer complaints. Create something you can quickly and easily offers as a consolatory
gesture, such as money-off vouchers or a free product.
Tips for Dealing with Complaints

1. Try to remain calm when dealing with a complaint - even if the customer becomes irate
or confrontational. Your ultimate aim is to turn their negative experience into a positive
one, but arguing back will only make the situation worse.
2. Complaints should always be resolved as quickly as possible. The aim is to make the
customer feel as though their problem is being treated as a priority, without being rushed.
3. Keep comprehensive records of all customer complaints, from the initial problem to the
eventual solution. You can then periodically assess these records, identifying any common
complaints and taking steps to improve company processes.
4. All customer-facing staff members should be trained to deal with complaints. If

possible, give your employees some authority when it comes to issuing refunds or other
consolatory gestures. Forcing the customer to wait for a manager can make a bad situation
worse.

FO-6

Uploaded by

Copyright:

Available Formats

FO-6

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

FO-6

Uploaded by

Copyright:

Available Formats

HANDLE QUERIES THROUGH USE OF COMMON BUSINESS

TOOLS AND TECHNOLOGY

Software. Better managing customer relationships with more sophisticated data-gathering

Giving Customers What They Want, When They Want It

Steps in Taking the Complaint

3. Sometimes, a complaint will be followed by a request for compensation- typically a

Tips for Dealing with Complaints

4. All customer-facing staff members should be trained to deal with complaints. If

You might also like