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本帖最后由 riya1234 于 2023-4-12 17:28 编辑
Analyze and know the target audience Analyzing what types of hotel customers are visiting your hotel and knowing your target audience is the first step. If you know their tastes, ages, purpose of the trip, you will know what they are looking for and you will be able to offer it. Understand what their needs and expectations are and take action so that your offer stands out from the rest of the options. Design easy-to-follow guest service Pay attention to the queries that are repeated and go ahead to look for solutions . For example, if you notice that your guests frequently ask where to do certain activities, design easy and clear Instructions to key places around and leave them in the rooms. In the same way, keep them informed of every detail and stage (reservation, check-in, prices, extra charges, etc.
Make sure all agents know what to do with each type of query and who to route issues that are beyond their capabilities. All your agents must know what each area does to know who to redirect the tickets to. Learn how to prepare a customer service brochure in 5 steps optimizes training. listen to your customers Listening to the client is one of the infallible methods to know what they expect. Pay attention to what your clients say about their stay and you will Phone Number List be able to offer what they are looking for . Take satisfaction surveys and find out what you can improve. Ask the right questions at the right time that provide clear and specific answers. For example, send a survey by email after the guest leaves your hotel and you will get feedback on the entire experience. Is it your first time taking surveys? You will be interested in reading the complete customer service survey guide to start from scratch.
Apply omnichannel tools A characteristic that customers value in a hotel is the speed in resolving their queries and personalized attention . Omnichannel tools integrate communication channels and allow the information that your customers share from the first contact to be integrated in one place and available to your entire team. One study showed that 71% of customers expect companies to share information so they don't have to repeat themselves . Additionally, 68% of customers expect all experiences to be personalized . Thus, all your agents can take over the conversation at any point and be aware of what is happening to offer personalized and fast customer service . We show you the guide to be omnichannel and succeed. Now that you know what customers value in a hotel, all that remains is to know the tool that helps you understand how to provide good hotel customer service.
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发表于 2023-4-12 17:26:23
