In the hospitality and tourism industry, customer service is one of the first things people notice. It’s also one of the industries that happen to have quite a lot of customer service complaints. So how can we fix this?
I believe that a large part of the problem is due to the lack of motivation and drive. A lack of love of the game.
For me, as a lover of all things hospitality, it is difficult to believe that someone can actually not like the industry. Yes, the hours are bad and yes, sometimes it feels like no one cares, but isn’t this industry also one of the most rewarding industries to be in? Just think about that one time you smiled at someone and they smiled back; the day you helped a guest with her bags and she remembered your name from the last time she visited.
“It’s a human to human industry. A people industry. It keeps us focused on what really matters: humanity.”-Renate de Villiers
How can we improve South Africa’s customer service?
- Focus less on the money and more on the person.
- Treat customers like you would like to be treated.
- Do small extra things that make big differences.
- Be humble.
- Always think “how can I help?”
- Be visible and/or available at all times.
- Understand your customers and their behaviours – if they use Twitter, think of ways you can give them better customer service through this social media platform.
- Listen and learn. Don’t just listen.
- Be proactive. If someone asks for a list of restaurants in the area and you don’t have one, find a way to provide them with one as soon as possible and have a formal list to hand to them the next time around.
- Don’t just sit and wait for things to happen – make them happen.
- Keep staff and fellow employees motivated and loyal to the company.
Any other ideas from your side?