Moazzam Abu Bakar’s Post

Why customer service isn't enough... Everyone says they have "great customer service" or "the best customer service." I beg to differ. These days great customer service isn't enough. Your customers expect experiences. And, experiences happen through "unreasonable hospitality." As Will Guidara says, "customer service is black and white, hospitality is color." Look at how you interact with your customers throughout the entire customer journey. Map out each touchpoint then rank it as negative, positive, or overlooked. Then work with your team to determine ways in which to elevate the touchpoint to deliver unreasonable hospitality. Want to know more? Let's talk about how I can help you elevate the experiences your customers have with your team and your organization.

Dear connections, I will be sharing some insights on Customer Service. Most examples will be from a hospitality view. '' Customers will be referred to as guests'' I hope this will help one or two people ✍️ Chapter 1: What is customer service? A broad question it is. I have learnt that customer service is more on the emotional side than what the guest pays. Its how we treat guests when they enter our establishment, when they call to enquire about certain products and services. To be continued.. #customerservice #customersupport

•Shep Hyken tends to be one of my favorite reads, and articles like this explain why. Customer service blends finesse, with small moves and changes having a big impact, and it's those finer points that are highlighted here by Hospitality Net #HospitalityNet #customerservice

Rebel Foods Jaydeep Barman Sagar Kochhar Kallol Banerjee I feel shame on your customer delight executive team Title: The Importance of Customer Service Accountability: A Call for Transparency and Empathy In today's fast-paced world, where customer service plays a pivotal role in shaping brand perception, accountability and empathy are non-negotiable. Time and again, we witness instances where customers are left feeling unheard, undervalued, and disrespected due to extended resolution times and inadequate responses to their concerns. It's disheartening to see how some companies prioritize their internal processes over the well-being of their customers. When a mistake occurs, the measure of a company's integrity lies not just in rectifying the error but also in how they handle the aftermath. A sincere apology goes a long way in rebuilding trust and fostering a positive relationship with customers. However, denying customers an apology for extended resolution times or failed promises is a glaring indicator of how some businesses prioritize their convenience over customer satisfaction. Moreover, the notion that customers should unquestioningly accept whatever resolution is provided to them is fundamentally flawed. Each customer interaction is an opportunity to demonstrate empathy, understanding, and a genuine commitment to resolving issues satisfactorily. Escalation teams wield significant power in addressing customer grievances, but with power comes responsibility. Suspending a customer account as a punitive measure for raising concerns is not only counterproductive but also reflects a blatant disregard for customer loyalty and trust. As professionals in the realm of customer service and business ethics, it's imperative that we advocate for transparency, accountability, and empathy in all customer interactions. Let's strive to create a culture where apologies are not seen as a sign of weakness but as a testament to our dedication to customer satisfaction and integrity. #CustomerService #Accountability #Empathy #BusinessEthics #Transparency

🌟 Unlocking Customer Insights: A Deep Dive into Sanford Health Reviews🌟 In my latest analysis, I explored both positive and negative reviews of Sanford Health, uncovering key insights into customer satisfaction and areas for improvement. The findings reveal that while guests praise the exceptional staff and welcoming atmosphere, challenges in management and perceived value highlight opportunities for growth. Read more about the insights and actionable recommendations based on customer feedback in my full article! https://lnkd.in/gEiMxKQv

#Hotels, #Hospitalityindustry, #hospitality, #events, #Conferences, #Tourism,#Customerservice Attributes of Customer Service : Excellent customer service is crucial for building and maintaining strong relationships with customers. Some key attributes are as below : 1) Empathy: Understanding and sharing the feelings of customers helps build a connection and demonstrates genuine care. 2) Responsiveness: Promptly addressing inquiries, concerns, or issues shows that you value the customer’s time and are committed to resolving their needs efficiently. 3) Knowledge: Having a thorough understanding of your products or services enables you to provide accurate information and solutions, instilling confidence in your customers. 4) Courtesy: Being polite, respectful, and considerate in all interactions fosters a positive experience and reflects well on your brand. 5) Clarity: Communicating clearly and effectively helps prevent misunderstandings and ensures that customers feel informed and comfortable. 6) Patience: Taking the time to listen to and address customer concerns without rushing or becoming frustrated is essential for providing a supportive service experience. 7) Personalization: Tailoring interactions to the individual needs and preferences of customers can make them feel valued and enhance their overall experience. 8) Follow-through: Ensuring that promises are kept and issues are resolved as agreed demonstrates reliability and builds trust. 9) Problem-solving: Being proactive and resourceful in finding solutions to customer issues helps maintain satisfaction and resolve conflicts effectively. 10) Feedback Handling: Actively seeking, listening to, and acting on customer feedback shows a commitment to continuous improvement and customer satisfaction. 11) Consistency: Providing a reliable and uniform level of service across all touchpoints ensures that customers have a predictable and dependable experience. 12) Positive Attitude: Maintaining a friendly and optimistic demeanor, even in challenging situations, can positively influence customer perceptions and interactions. Each of these attributes contributes to a comprehensive approach to customer service that prioritizes the customer’s experience and fosters long-term loyalty. How High you rate yourself on a scale of 1 to 12.

Focus on customer service…✅ Offering attentive and personalized customer service can be the difference between an okay restaurant and a successful one. No matter the scenario – responding to negative reviews, offering in-restaurant customer service, or messaging in response to online feedback you’ve requested – responsive and proactive service is key. Thanking guests for their time and feedback, quickly resolving issues, being consistently professional, and offering helpful recommendations are good ways to engage your guests. Your customer service might be the reason why guests choose to return – and to recommend.

In the hospitality industry, customer satisfaction is key. 🌟But what happens when a guest complaint arises? It’s so important to equip staff with the skills (and confidence!) to handle complaints professionally, with empathy and efficiency. Not only does this improve guest experience, but it also helps to prevent negative reviews and increase customer loyalty. 💼 At VPTD, we understand the importance of providing quality effective training to hospitality staff, leaders, owners, and operators. Our Virtual Training Room course, Handling Guest Complaints with Confidence, is designed to help everyone on the team understand the value of being guest-focused, know how to prevent complaints before they happen, and feel confident to resolve issues. 💯 Studies show that complaints are best resolved the first point of contact. This means everyone on your team needs to be equipped. What is the cost to your business if your team is not equipped to resolve complaints? Negative reviews, loss of revenue, and decreased customer loyalty are just a few potential consequences. 🚫 But it’s not just about resolving complaints. This 90 minute course also covers how to prevent complaints from happening in the first place. By implementing the strategies discussed in the training, your team can proactively address potential issues before they escalate into full-blown complaints. 🛡️ Investing in your team’s training is an investment in your business’s success. By providing your staff with the tools and knowledge to handle guest complaints with confidence, you’ll not only be supporting your team, you’ll increase guest satisfaction and loyalty, reduce negative online reviews and guard against potential loss of revenue. 📈 Don’t wait until a guest complaint threatens your business’s reputation. Enroll your team in Handling Guest Complaints with Confidence today and see the difference for yourself. Visit our website for more information and to enroll in the course. Email mail@vptd.com.au or message us to set up team enrollments 📚 https://lnkd.in/g_HYRUf #GuestComplaints #CustomerService #HospitalityTraining #ServiceStandards #TeamTraining #VirtualTraining #StaffDevelopment #GuestExperience #BusinessSuccess

𝗠𝗼𝗱𝗲𝗿𝗻 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲: 𝗕𝗲𝘆𝗼𝗻𝗱 ❜𝗧𝗵𝗲 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗜𝘀 𝗔𝗹𝘄𝗮𝘆𝘀 𝗥𝗶𝗴𝗵𝘁 The age-old adage, "the customer is always right," has long been a cornerstone of service industry philosophy. But in today's dynamic world, it's imperative to reexamine its literal interpretation. While prioritizing customer satisfaction remains paramount, this saying shouldn't overshadow other crucial aspects. Employee well-being and de-escalation are equally important. Focusing solely on customer appeasement can lead to unrealistic expectations and put undue stress on employees. During my PhD studies, I advocated for a crucial shift in the customer service debate, proposing the concept: "The customer is not always right, but the customer must always be heard." This concept, which I call "finding balance," emphasizes the importance of listening attentively to both customers and employees. It's a much more balanced and realistic approach to customer service than the traditional "customer is always right" mentality. My mentor, Ma'am Patricia Pedhom Nono always says, “the customer is the King while the employee is the Queen”. If the Queen is not happy, the kingdom will be at war and the King will have no rest. In the process of finding balance between the 'King' and the 'Queen', the shift from "the customer is always right" to "the customer MUST always be heard" is vital. With "the customer MUST always be heard" mentally; it helps customer service representatives de-escalate situations by acknowledging the customer's feelings, even if they're unreasonable and on the side of the customer; he/she will feel valued and more likely to reach a solution collaboratively. #CustomerIsHeard #BeyondTheRight #FindingBalanceInService #CustomerServiceShift #PhDResearch #ServiceRevolution  

A spotless restroom can be the unsung hero of customer loyalty. When it comes to customer experience, the psychology of cleanliness plays a pivotal role. Think about it: how do you feel when you walk into a pristine restroom versus one that’s neglected? The difference is palpable. A clean environment signals care, attention, and professionalism, while a dirty one can trigger feelings of distrust and discomfort. Research shows that our perceptions of cleanliness are deeply rooted in psychological factors. For many, a clean restroom isn’t just about hygiene; it’s a reflection of the overall brand. Customers subconsciously associate cleanliness with quality and reliability. If a business can’t maintain its restrooms, what does that say about its commitment to the customer experience? Moreover, the impact of restroom hygiene extends beyond the immediate moment. A positive experience can foster trust, leading to repeat visits and loyalty. On the flip side, a negative experience can deter customers from returning, even if the product or service is top-notch. So, what can businesses do? Prioritize cleanliness as a core value. Regularly maintain and inspect restrooms, train staff to uphold hygiene standards, and consider customer feedback as a vital part of your improvement strategy. Let’s not underestimate the power of a clean restroom in shaping perceptions and driving loyalty. It’s a small detail that can make a significant difference. If you found this insight valuable, give it a like or share your thoughts in the comments. And if you think others could benefit from this perspective, feel free to repost! #Cleanliness #CustomerExperience #Trust