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Saturday, March 12, 2016

Customer Service Can Make Or Break Your Business...CHOOSE

Here's a few videos illustrating both the good and bad of customer service in a hotel/hospitality setting. Where possible a little humor is involved to help make a point. For those small business owners involved with small hotels, Bed and Breakfast establishments, resort/vacation related businesses, etc. ... take notes.

The 1st video shares the 25 greatest unprofessional front desk sins committed by a hotel Front Desk Associate (as compiled from a survey of front office managers). A scenario out of the award winning Front Desk First Impressions video.

In this video the International Hotel School's Durban campus presents -- Front Desk Skills: Checking in a hotel guest -- the good and the bad.

In this video a new employee at a hotel must deal with a horrible VIP client. Through one night she stands up to his abuse, revealing that at his core he's just a lonely bitter man. The client starts to respect and maybe even come to like the front desk clerk, even though he'd never show it.

The purpose of this video is to demonstrate how a front desk agent should be flexible and willing to emphasize with the guest. In this video we demonstrate great front desk customer service with different business, tourist and frequent guests.

This next video speaks for itself....from the popular Seinfeld TV show.

In this video the outrageously funny "Difficult Guest" sets a highly entertaining stage for some solid customer service training on recognizing, understanding and taking care of difficult customers, because sometimes...it's your L.A.S.T chance

This video shows our take on a bad service experience being turned around into a good one. It takes some personal experiences to show off what you should or should not do when working in a restaurant.

The Perfect Server offers a comprehensive look at what it takes to provide top-notch service in a restaurant environment. Viewers will learn from the successes of the "perfect server", Jane, and laugh at the blunders of "bad server" John as they attempt to satisfy guests, up-sell graciously, and increase their final tips.

Finally, this last video explains what you need to understand to have a great customer service reputation with your clientele....no matter what business you're in. Remember that customer service is more than waiting on customers. It includes trying to exceed customer expectations. Customer service is the service provided to customers before, during AND after purchasing and using goods and services. Good customer service provides an avenue for follow up. In a nutshell customer service is the practice of providing customers with a positive, helpful experience from initial contact through their entire experience....and makes them want to come back to you.

1 comment:

Mobopreneur said...

It all ends with your customers. Without customers your business will not be able to survive.