Ten Steps to Real Customer Service

The obvious place to start with reliability is ensuring that the customer’s perception is there and correct when the customer arrives at your property. However this is certainly not where reliability should end. Reliability means that when a staff member promises to deliver a request it gets done promptly, not hours later. Reliability is a combination of all of these factors that gives the guest a comfortable feeling that “this place works”.


People like to be accepted. Does your operation convey acceptance, or do your customers Customer service is how we retain customers, get to know them, keep in touch with them. We try to ensure that they get what they want from us in all aspects of their stay. We as managers have to make sure that we check and deliver what we promised the customer. When customers inquire about our product give them advice promptly and courteously, be timely and relevant in your contacts with him. Make sure that you make it easy for the customer to contact you. Be attentive and make sure that you live up to the promises that you made to your customer. I am going to give the readers 10 essential positive customer keys.

The Fresh and New Signal:

“Fresh” and “New” are the positive signs to most customers. Take a good look at your facility or operation and identify what you can do to provide the strongest” fresh and new” signal to your customer.

The Neat & Clean Test:

Your service or product need not to be brand new to convey positive signals. Cleanliness is also very strong desire to the customer.


For many customers the time is of the essence. Fast response is an impression of efficiency. While it is important that staff display warm, friendly attitudes, pleasant faces are no substitute for efficiency. An efficient response, coupled with a smile, will be the winning combination for pleasing the customer.


Do visitors feel like they are being processed? Are they viewed as outsiders instead of guest? Does the word “welcome” still exist in your vocabulary of all of your customer contact staff? Rude attitude, shabby appearance and so on can take a perfectly reliable operation and turn it in to a very unacceptable environment for your customers.

Published In: http://ehotelier.com                                  By: Alan Campbell


About RezNext

RezNext is the world’s only true Real-Time Distribution Management Solution provider. It empowers hotels to adopt a distribution strategy that simplifies the complex global distribution environment and makes it understandable and manageable. It is integrated with revenue management, operating intelligence and powered with reputation management insights. RezNext’s portfolio of offerings include Rate & Channel Manager, Revenue Management, Online Reputation Management, Website Designing and Web Booking Engine, Mobile solutions, Central Reservation System, Business Intelligence, Property Management System (PMS) two-way connect, GDS and OTA Interface and Loyalty & Feedback Management. Our growing range of solutions can be access by hospitality properties across market segment and size, such as independent hotels, chain hotels, business hotels, resorts, clubs, service and limited service apartments, spas, restaurants and others.
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