Toby Wilmington’s Post

The most common failure in customer service is Long wait time Yesterday I had a simple task: to reach a business class passenger staying at a five-star hotel. But this simple task turned into an ordeal. I had to repeat my story to three different receptionists, the first two of whom weren't even sure if the guest was staying at their hotel or not. Because they don’t have access to the database. When I finally got transferred to the guest room and he didn't pick up, I was rerouted back to the first reception. Who said, 'Hello this is XX hotel, how may I assist you?' Imagine my frustration, I tried to express it, but I'm not sure it sank in. Even when I discussed this incident with friends, I found out they've had similar frustrating experiences. The solution is to: 🔹️Ensure receptionists have immediate access to updated guest stay records. 🔹️Implement direct guest room transfer systems. 🔹️Provide message-taking options if guests cannot be reached. 🔹️Offer training to ensure receptionists handle calls efficiently. 🔹️Establish a clear feedback process for actionable improvements In this competitive era, every customer interaction is vital for any business, and customers expect prompt responses. Therefore having well-trained, and equipped teams who value customer interactions are vital for brand success. Ps. What's the longest time you've waited for a service response? 🔷️------‐‐-----------🔷️ I'm Bethelhem Ejigu, your go-to for top-notch customer service solutions in the airline and service industries. Ready to enhance your customer experience? Send me a DM, and let's chat about how I can help elevate your service standards. If this is your first time meeting me, let's Connect. #customerservice #customersatisfaction #businessgrowth #airlines #Ceo #founders

Exceptional customer support isn’t just a skill—it’s a game-changer, especially in the hospitality industry As an Airbnb co-host, I’m passionate about creating memorable guest experiences by anticipating challenges and providing top-notch customer support. Here’s a story inspired by what many hosts and co-hosts experience, and how I’d approach solving it. Imagine a guest arrives for a weekend stay, excited about their getaway, only to find that there’s a hiccup with the heating or air conditioning. It’s late, and the guest is understandably upset. Moments like these are pivotal for any host or co-host, as they can make or break the guest’s experience. In this situation, proactive and empathetic communication is essential. I’d start by reaching out to the guest immediately, acknowledging the issue, and expressing my genuine concern for their comfort. My goal would be to assure them that their satisfaction is my priority. Next, I’d coordinate with local repair services keeping the guest updated every step of the way to show them they’re valued. Here’s why this matters: ✅When guests see that their concerns are addressed quickly and professionally, it builds trust. ✅What could have been a negative experience transforms into a moment of exceptional service, strengthening guest loyalty and potentially earning a 5-star review. As someone with a background in customer support and a deep understanding of guest satisfaction, I’m confident in my ability to handle these co-hosting challenges with ease. My approach combines clear communication, quick problem-solving, and empathy—the key ingredients for making guests feel cared for. If you’re a host or property manager looking for someone who can handle guest relations and ensure seamless stays, I’m ready to help create an experience guests won’t forget. Let’s connect and discuss how I can add value to your short-term rental business! #AirbnbCoHost #CustomerSupportInHospitality #GuestSatisfaction #ProblemSolvingForHosts #VirtualAssistantForHosts #EmpatheticCustomerService #ProactiveCommunicationInHospitality

As summer approaches, many businesses face unique challenges due to increased customer inquiries, seasonal promotions, and staff taking well-deserved vacations. Here’s why your company might need a call handling service this summer: ☀️With employees taking time off for vacations, your in-house team may be stretched thin. A call handling service can step in to manage the load, ensuring that your customers’ calls are answered promptly even when your team is away. 🏖️Summer often brings a surge in customer inquiries, especially if you’re running seasonal promotions or special deals. A call handling service can help manage the influx, ensuring that no call goes unanswered and that each customer receives the attention they need. 🏝️Many businesses extend their hours during the summer to accommodate increased demand. A call handling service can provide 24/7 support, ensuring that customers can reach you at any time, even outside regular business hours. 🌴During peak times, your phone lines can get overwhelmed with the volume of calls. A call handling service can efficiently manage overflow calls, reducing wait times and preventing missed opportunities. Don’t let the summer rush overwhelm your business – invest in a call handling service and make this season your most successful one yet. #SummerHoliday #CallHandling #PeakTimes

As a hospitality owner, when did you last really listen to how your team talks to customers? → Take 5 random calls from this week and pay attention. 💡 Why it matters: ↳ The way your team speaks is a reflection of your business. ↳ A great first impression can turn a casual caller into a loyal customer. Here’s what to check: ✅ Welcome and closing scripts followed? ✅ Used friendly and professional tone? ✅ Were all questions addressed? Now, ask yourself - would you be excited to visit after that call? ↳ Sometimes even small interactions can make or break your reputation. At Better Seen Online, we know that consistent customer service keeps reviews glowing and business booming. 🌟 P.S. - Do you listen to customer calls? What’s your biggest takeaway when you do? Let us know in the comments! ♻️ Like + Help = Repost #CustomerService #Hospitality #Dorset

In any organization you find yourself customer service is #key be it business, hotel e.t.c Have seen a situation where customers are treated badly and gave a bad review on their products/ services. I know we can't safisty everyone cause they must be few out of many that did give a bad review about your products/services. I remembered vividly as I was working on-site as a pedicurist, customers always get satisfied with my work and recommend another person to my workspace. I would love to hone my skills and expertise to your organization. #customersupport #customerservices #growth

Ah, MakeMyTrip the "trusty" companion I've been using for years—until they decided to redefine terrible customer service on my last trip. Here’s a masterpiece of their incompetence: I booked a hotel in Bangalore for ₹16,504. Just ONE day before my stay, the hotel calls me to cancel, citing some mysterious “property issues.” I immediately inform MakeMyTrip customer service, who confirm, “Yep, the hotel’s bailing.” Great. They “arranged” a replacement hotel for ₹11,600—not my preference, but what choice did I have? A refund of the ₹4,904 difference was promised within 2-3 business days. Fast forward five days—refund? Nowhere. I call customer service, armed with my booking ID. Guess what? They can't find it. After an eternity, they locate it and promise a resolution in 24 hours. Cool. But 48 hours later, no call. I call back. And—surprise!—they can’t find my booking AGAIN. I narrate my sob story from scratch. They promise another 24-hour wait. Shocking no one, no call. When I call AGAIN, an executive casually asks, “Why do you want a refund? We gave you another hotel.” Excuse me??? Deep breaths. I calmly explain that ₹16,504 minus ₹11,600 equals ₹4,904, and that money belongs to me. His response? “It’s not our policy.” Oh, really? I ask for a supervisor. He smugly tells me, “My supervisor will say the same thing.” Great start to the day. While still on the call, a new executive rings me up. His first question? “What’s your issue, sir?” WHAT’S MY ISSUE?! After narrating the entire drama yet again, he puts me on hold for five minutes. He returns with the pièce de résistance: “We need an email from the first hotel confirming they canceled your booking.” Blood vessels? Bursting. Let me get this straight: if the first hotel didn’t cancel my booking, why on Earth would I be stuck here explaining your mess to you? His answer? Another promise to “call back in 24 hours.” It’s been FIVE days now and still no updates!!! Everyday a new executive calls me and ask me to explain my issue! MakeMyTrip I salute you. You've set the gold standard for how to turn a loyal customer into a walking, talking complaint. My patience has limits, and you've made sure to find them all. I rest my case.

Do your customers feel served—or dismissed? Customer service isn’t a task; it’s an experience that defines your brand. Picture this: A hotel lobby at peak season. Guests lining up, each with their own unique needs. The difference between a five-star review and a scathing complaint? How they’re treated in that moment. A staff that listens, adapts, and goes the extra mile turns chaos into loyalty. Great customer service isn’t about saying “yes” to everything; it’s about making customers feel heard, valued, and respected. It’s about clarity in communication, speed in response, and genuine effort in problem-solving. Small touches—a follow-up email, a handwritten thank-you note, or even an unexpected solution—can transform a one-time customer into a lifelong advocate. If you treat every interaction as an opportunity to create connection, your business won’t just grow—it will thrive. #CustomerServiceExcellence #CustomerFirst #BusinessGrowth

Turning Frowns Upside Down: Handling Upset Guests Dealing with an upset guest? Here's how to turn the situation around: * Listen actively: Hear them out, validate their feelings, and summarize their concerns. * Stay calm and professional: Maintain composure and speak calmly. * Take ownership: Apologize sincerely and offer a solution. * Go the extra mile: A small gesture can make a big difference. Remember, a positive resolution can lead to increased customer loyalty. #hospitality #customerservice #frontoffice #guestrelations #hotels

The art of letter-writing is crucial in representing a large hotel through its correspondence. Responses to various inquiries and concerns must convey hospitality, courtesy, and cordiality to ensure customer satisfaction. In the hotel industry, where reputation is paramount, every letter, email, or online response can either enhance goodwill or invite criticism. It is essential to craft business correspondence that fosters positive relationships and leaves a lasting impression on recipients. #HospitalityIndustry #CustomerService #BusinessCommunication

"Built on customer service". Following a recent trip to the USA a number of C-Suite contacts reaffirmed that to be successful in today's world you need a business model that is 'built on customer service'. Some said it is about providing an experience; others meeting expectations and a few even said that it can be about turning a poor experience into a good one. Not only winning new customers, but reengaging lost customers. Yesterday I was a the guest of Svetlana Hayre and the Clermont Hotel Group. Not only a fantastic experience from arrival to departure, but also an extremely kind gesture of 11 balloons in the room to recognise something personal to me. Genuine thought had gone into this kind action. Customer service personified. #customerservice #experience