Hotel staff, customer focus, customer satisfaction, ability to innovate in service industry, do you have it? You know?

Original: Li Sheng

One,

Unlimited customer satisfaction

Does demand lead to satisfactory service?

Second

Facing dissatisfied customers

What method do you usually use?

I passed four points

Let me tell you my point of view

One,

The concept of thinking beyond expectations

Two,

Managing expectations

Three,

Exceeding expectations for hospitality applications

Four,

Dealing with dissatisfied customers

One,

The concept of thinking beyond expectations

In following way:

Client

Satisfaction=

Experience - expectations

There are usually three situations

What's going on?

Service experience

When customers expect, guests are disappointed

and possibly

Become a hotel critic by expressing dissatisfaction

Service experience = customer expectations

This means that basic needs of customers are satisfied

But they are not happy with hotel, presenting medium

Service experience＞When customers expect

This means that guest is happy and satisfied with their stay

and will most likely become a recommender, expressing satisfaction

Speak simply

So-called customer satisfaction

Essentially, this is gap between customer expectations and hotel services

When services provided by hotel exceed client's expectations

More satisfied customers

You hereby

Seeing that exceeds expectations, we are satisfied

Client

Two KPIs: Expectations and Experience

What are your expectations?

Waiting means customer is buying

Value of a product or service before consumption

Subjective understanding or expectation of quality, service, price, etc.

Beyond expectations

Beyond customer's perception or expectations

Second

Managing expectations

When you understand client

After a satisfactory principle

In your mind

There should be a concept of intentional management or design of customer expectations

The most perfect is design

Design ensures that customers choose products

Let customers not expect too much

And real-world experience can provide inexpensive services

Get an unforgettable experience

So

Manage customer expectations:

This is hotel manager

How to balance customer expectations and control hotel service

That is, process of understanding expectations, meeting and exceeding them.

You can

Understand customer expectations through empathy

In particular

These are promotional materials that hotel presents to customers

What expectations will be born in heart of client

We ourselves have to make a preliminary conclusion

High or low customer expectations?

Three,

Exceeding expectations in hospitality applications

When you

Mastered this mindset

You can understand that a hotel wants to create services that satisfy customers

The goal of work is to provide more services that exceed all expectations

In person

I think this provides more than expected

No

It is necessary to ensure appearance of extra high

Or an exaggerated so-called extreme service

Hotel services

It actually consists of one dot after another

Very few hotels can do everything well

General

Only at one point of service

It's good to create a service that exceeds client's expectations

This is well known

Guest from check-in to check-out under normal conditions

There will be 12 key nodes

Reservation, arrival (hotel location and parking

Register, go upstairs, wait for elevator, public area

Entrance to room, office leisure, toilet, bedroom, functional area

Breakfast, departure, departure

Then

You just need to develop a service for these 12 items

Give me some examples

to

Out of expectations:

A book about services that increase customer loyalty in age of intelligence

Here is an example of a hotel:

At hotel

Maintenance engineer changing a light bulb on lobby ceiling

Out of corner of my eye

Saw a woman and her two sons approaching

This lady has a lot of bags

She hurried to open lobby door

Looks very upset

An engineer standing on stairs sensed her predicament

So put away tools in your hand

Go down stairs, go through hall and open door for her with a smile

Welcome back to hotel

Madam

He said

"Let me get you a bag

Which floor do you want to go to?

He

Press floor button, exit elevator and return to its stairs

Assumption

Ugh, maintenance engineer was on stairs at time

A shocked mother returns from street

Didn't help him open door and carry luggage

I want

A lady should take it for granted

Because

In her mind, maintenance engineer Fu

Daily job duties include changing light bulbs, painting ceilings, and repairing plumbing.

No

Expect engineer to help her

Now

Maintenance Engineer Foo can postpone his work

Go help her deliver goods, then this service will exceed all expectations

Let me give you one more

Now there are many hotels

They all provide Oasis delivery service

that is

The moment when guest is about to check out

Hotel reception

Free bottle of mineral water

At reception of many hotels

Delivering water bottles to customers is very mechanical

I noticed

Many clients don't need it, it's troublesome

But if in foreground

Can you heat this up in winter?

Refrigerated in summer

And send words of love and blessings

I think effect will definitely be different

Fourth

Dealing with dissatisfied customers

In my career

Using mindset of exceeding expectations every time you deal with dissatisfied customers

Eventually, we can become good friends with our clients

How do you do it?

Unsatisfied customers

Expectations must not have been met, leading to dissatisfaction

First

I will use empathy techniques to understand customer expectations

Look at clients

Expectations and services or compensation that our hotel can provide

How big is gap

If gap is small

Then head to hotel to search for some resources to satisfy clients

If gap is relatively large

Then first thing you need to do is lower customer expectations

It should be emphasized that

Lowering expectations doesn't mean ignoring customers

Use communication skills to lower customer expectations

My general approach

One,

Try not to stand on opposite side of customers

Two,

Use more open-ended questions

Enabling customers to express their emotions

Three,

Patiently listen to customer requirements

Four,

Help clients analyze current situation and situation

Five,

Offer reasonable offers that benefit both parties

Wait...

Whole process

It's about knowing expectations, lowering expectations, meeting expectations

Exceeding expectations

The gist of it

These are customer expectations

Reduced to what we might encounter

Finally, to meet and exceed expectations