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5 best practices in hospitality customer service

Jul 24, 2014  By 
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Customer service is of vital importance to the hospitality industry. The level of service can make or break a hospitality venture, so it is important that you tweak your strategy till you hit near-perfection. If not, you may find yourself losing repeat customers and prospective patrons as well.

By following these five best practices as a guide, you will ensure your customer service achieves a certain standard that’s not only acceptable to the general public, but will also confirm your reputation of a quality establishment.


1- Start with a warm welcome

Greeting customers is the first step you must master and one that shouldn’t be taken lightly. Remember, first impressions count – the first greeting plays an important role in setting the tone for the clients overall experience. A good welcome will be warm, polite and knowledgeable. However, it is all too easy to become overbearing, fake, and suffocating if the staff members put in too much effort. It is therefore necessary to find a healthy balance, so people come away from the experience more content and happier than when they entered the building.


2- Keep employees happy

In the hospitality industry, it is all too easy to focus on your potential customers and neglect your staff. Happiness amongst your employees will be conveyed to guests of your business, and visitors will pick up negative energy amongst your staff all too easily. By keeping your staff happy, it will help generate a better atmosphere and aura that surrounds guests and make them feel more at ease and at home, thus giving them a better experience.


3- Exceed customer needs and expectations

In an industry that is as competitive as hospitality, it’s not enough to simply meet the customers’ expectations of service. In order to stay ahead, you must exceed their expectations and go above and beyond the call of duty.

For example, if there happens to be a queue at reception, offer the client a seat on the hospitality furniture and give them a drink while they wait. It is these little touches that will elevate you to a higher level of customer service.


4- Continually take on feedback

A company’s ability to take on feedback and criticism and use these to improve and evolve is integral in maintaining customer satisfaction. It is therefore important to put in place a way of hearing customer’s thoughts about the level of surface they received, whether it is from an online review website or a written questionnaire card. It is then a case of implementing changes that address the various criticisms people have so they do not happen again.


5- End with a fond farewell

‘All good things must come to the end’ – well, that is what the customer must be thinking when it comes to leaving. And what better way to sign off than with a fond farewell? A lovely send-off will last in the minds of your outgoing customer and if done right, will only impact your business in a positive way. One way of doing this is to use the client’s first name and to treat them as if it was your family that was leaving.

Undoubtedly, customer service is of vital importance to the hospitality industry. The level of service your customers receive could mean the glory or disaster of your business and so should not be overlooked.

About Nextrend Furniture

Nextrend Furniture

Nextrend Furniture is a hospitality furniture specialist in Australia, helping people transform their venues into a practical and creative environment. 

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