The Right Words at the Right Time - Customer Service Recovery for Hospitality Industry

Reservations the Silesia I found a half-price room rate on an online travel site but when I contacted the Denver property directly they refused to match the rate what kind of stupid policy is that welcome checking it welcome really welcome it's free parking now what you guys charge good evening up at Alfea get your supervisor is something wrong was I unclear get your supervisor if you work in the hospitality or leisure industries chances are you've heard people say some pretty interesting things sometimes odd things happen to ordinary people when they believe they're not getting what they deserve whatever the situation if it is your job to help them you're bound to be on the receiving end of some awkward comments some difficult requests and some just plain grumpy people the truth is there's not a lot you can do to stop it but it's still part of your job to try to make things right it's called customer service recovery sitting here waiting guests are going to be who they want to be and they're going to say what they want to say the question is when it happens to you will you find the right words at the right time [Music] let's begin with some of the most common situations where a guest is frustrated by your service or your quality hi how's your food did we get your sandwich right no not at all I've just been sitting here waiting everything has too much salt on it it's making me sick no way 62 dollars in incidentals I had a diet coke from the honor bar on the first night and nothing after that 1795 I watch 10 minutes that stupid movie I'm not paying this hopefully you don't hear comments like these every day but when you do the trick in responding to them is to realize that for the guests they are a unique problem that concerns them greatly instead of adding to their troubles your words can begin to turn their frustration into understanding the words you use will change with every situation but the signals you send your customer should remain consistent now there are three signals every customer needs from you I care I understand and you can trust me to take care of this

Channel: Atana

Views: 512,180

Keywords: Customer Service, Service Recovery, Handling Difficult Customers, Service (Quotation Subject), Customer, Management, Customer Service (Literature Subject), media partners, business training, Supervisor (Job Title), Training (Industry), Hospitality (Industry), Hospitality Industry (Industry)

Id: tWnaKsmQ6k8

Length: 2min 27sec (147 seconds)

Published: Wed Jun 03 2015