In the vast world of the hotel industry are loyalty programs as important today as they used to be?
“Customer Service Representatives need to be knowledgeable, courteous and pleasant when dealing with the Customer. So, stop focusing on technology only; in 2018 your Front Line Customer Service People will make the difference!”
- Nancy Friedman, President of Telephone Doctor Services
“Customer loyalty is STILL about the humans. Despite all the new industry buzzwords and CRM technology, in the end, customer relations in 2018 will depend, as it always does, on the Customer Service Representative.”
“When you’re not doing anything else, build the business,” was the best advice I ever got from a supervisor. This became my mantra. There was no longer any such thing as “nothing to do.” While others were taking a break, I looked for ways to make myself indispensable.
It is certainly no surprise to anyone involved in the hotel business that great customer service is the engine that drives occupancy, room rates and ultimately profitability. But until the advent of social media the measurement of good customer service, or the determination of bad customer service, was generally vague, determined well after the fact, reactive and singular in its focus. While everyone seems to understand that social media monitoring can now provide the tools and analytics to truly understand and take advantage of what our guests are telling us, its effective implementation into big organizations has generally been elusive.
Creating an excellent customer service experience starts with providing better customer service training. Customer service skills are about more than good manners! In fact, it takes daily education and reinforcement of good customer service skills to improve and then create lasting changes in behavior.