This is going to be controversial…. With the changing times, if you’re still sending out stand-alone satisfaction surveys asking for feedback on every aspect of a customers’ stay, what information are you really trying to collect?
In a noisy marketplace, relying on a specific product and / or traditional service staple as a differentiator isn’t the best strategy to get your hotel or restaurant noticed. Creating a service experience that feels as though it’s one of a kind is how customer service focused businesses will win in the future.
Dealing with angry customers is going to happen, there’s really no way around it. Even the best run operations will have a hiccup form time to time. As a manager, you will be faced with getting employees back in the game in a constructive way. These five techniques will help recovery and hopefully make your team stronger for it.