I’ve been obsessing lately over how to effectively communicate and train the execution of emotionally engaging service. This is a big topic and the more you dig into it, the deeper down the rabbit hole you find yourself.
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.
All businesses strive to provide excellent customer service but there’s a fine line between service and servility. In many situations, employees and managers fall in to the trap of extreme servility.
The way that you and your team respond in a service recovery situation can turn a negative experience in to a positive one OR create a lasting negative impression about your business.