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The one thing every person working in hotels should be able to do is interface with customers. In this course, you’ll find that customer service skills are neither set in stone nor dependent on your personality: they can be learned and practiced.
Instructor: Manish GuptaLanguage: English
Guests will often tolerate even otherwise unpleasant experiences if these are made up for by good customer service. Recognizing their complaints, resolving these as well as possible, and generally making them feel like the staff is on their side is a major part of generating positive reviews.
This does not, unfortunately, happen overnight or by itself. In-house training can go some way in differentiating your business from comparable ones in terms of service quality, but a formal course can benefit people at every level and in every department of the organization.
We all have a kind of intuitive, but often insufficient, idea of what good customer service comprises. We know that interactions with employees that leave us feeling good make us see the business they work for in a positive light, but isn’t there a lot more to customer service?
As it happens, this concept has been extensively studied over the years. The main facets of good customer service can be defined as:
No matter how skilled they are in their particular niches, employees in the hospitality industry won’t advance or last long if they lack customer service skills. Developing these is the responsibility of both the individual and their managers.