FO LESSON 2 topic 4

avatar
Created by
Andrea Laude

Cards (11)

  • CUSTOMER SERVICE TECNOLOGY
    1. websiites
    2. e-mail
    3. communication
    4. software
    • Data management and analytics. Using data collected from customer to analyze their preferences.
    • Insight-driven marketing. Gaining insights into your business from customer data so you can more effectively target marketing.
    • Marketing automation. Streamlining & 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.
  • WHY DO GUEST COMPLAIN?
    1.  when they do not receive what they thought they should have received
    2. expect friendly service, clean, well-maintained facilities, and a level of quality in line with what they paid.
    3. Failure to provide these will result in guest dissatisfaction, 
  • WHY ARE EXPECTATIONS SOMETIMES GREATER THAN REALITY
    1. unrealistic promises made in advertising material.
    2. the price is high compared to similar properties.
    3. the price does not match the level of quality of the product.
    4. product is poorly presented.
    5.  guests develops preconceived high expectations that are formed from other sources of information
  • STEPS IN TAKING THE COMPLAINT
    1. When a customer first makes a complaint, take a step back
    2. Give the customer your full attention & listen to the whole problem before responding
    3. Don't jump the gun
    4. try to understand
    5. always use your initiative when dealing with complaints
    6. never pass the customer around from person to person
  • FINDING A SOLUTION
    1. immediately give a sincere apology
    2. customer never want to hear excuses
    3. a complaint will be followed by a request for compensation; typically a refund or voucher
  • TIPS FOR DEALING WITH COMPLAINTS
    1. try to remain calm when dealing with a complaint
    2. keep comprehensive records of all customer complaints
    3. complaints should always be resolved as quickly as possible
    4. all customer-staff members should be trained to deal with complaints