customer service training strategies
2.3. Put yourself in their shoes
This strategy is the best way to understand the customer to make them satisfied with the service that staff give them. To own this skill, the staff have stop thinking about themselves. That means, they have to put themselves in guests’ situation and what do they need from the hotel if they are customers. Moreover, managers have to tell their staff that if they do not fully understand guests’ offering, do not hesitate to ask question as if employees misunderstood what exactly the customer want, it may make them not pleasant with the service. “Put yourself in their shoes” also means that the employee should take advantage of their experience to feel empathy for people especially the customer to have identification with the same situation that already happened. It is important to understand not only the demographic of the customer but also guest expectation about the product and service. Moreover, a good customer service comes from friendly but professional attitudes which is just a small thing but important step to make a big difference in maintaining customer loyalty. Besides, the understand customer comes from their feedbacks. Acting on customer feedbacks is one of the best ways to make them feel cared, important and valued. However, it is important for hotelier to show customers the implement changes and improvement based on their feedbacks. Without the in-depth knowledge of customer expectation, hotels would find it difficult to provide them good service. As a result, the gap between hotels and customer would appear which is one of the biggest problems of losing customer loyalty and decrease in gaining profits. It is obvious that the development of hotels depends on customers. Therefore, understanding customers lays a firm foundation for the development of hotels.
2.4. Think of ways to delight
It is not a simple strategy because it is difficult for them to distinguish the difference between good customer service and exceptional service. Good customer service is easy to understand for all staff. However, the exceptional service is about the service that make them extremely surprised and it is also meant a WOW factor. It is not just only about meet customers’ need but also cogitating ways to make them delight. Specifically, it is about hoe the staff can turn the bad situation of customers into good. For instance, there was one family that had holiday at Ritz-Cartlon left their son’s toy – a teddy bear when they went home. Hence, his dad told that his teddy was on a holiday at that hotel for some more dys. When the man told the hotel about their situation, the “first-aid” that the hotel staff give them was about taking pictures of the teddy bear doing many entertain-things and sent them. Obviously, it made the parent of the child surprised by the way that staff solved their problem ("5 Customer Service Strategies for Hospitality Workers", 2019). Therefore, this story is known as a WOW factor. As a result, when the customer is surprised with the experience that the staff in hotels give them, these experiences could be their memorable moment and it would support the hotel have more customer loyalty by their own customer service.
2.5. Increase your Emotional Intelligence
The emotional intelligence plays an important role in customer service. Because it would help to provide the exceptional service. Emotional intelligence is the capacity to use emotional information to control thinking and action and manage it to solve the problem which is also known as “common sense”. The success of customer service relates to emotional intelligence and the it is also known as an essential factor of hotels. Moreover, customer satisfaction depends on customer emotion during the service. Therefore, services with high EQ would be an advantage to create WOW effect for the customer. The relationship between the customer service with high emotional intelligence and the customer satisfaction is called as causal relationship (Kernbach & Schutte, 2005). Specifically, employees in hospitality industry who have to give provide their customers with such positive emotion since they have to communicate with guests face-to-face day-by-day. Without emotional intelligence, it may cause some difficulties in dealing with the customers. Nevertheless, emotional intelligence is not just about controlling the emotion or behaviours, it is about the understanding and empathy with the customer. As a result, emotional intelligence plays an essential role in the success of customer service in hospitality industry.
Grammar and spelling errors:
Line 2, column 1114, Rule ID: A_INFINITVE[1]
Message: Probably a wrong construction: a/the + infinitive
... maintaining customer loyalty. Besides, the understand customer comes from their feedbacks. Ac...
^^^^^^^^^^^^^^
Line 7, column 73, Rule ID: SENTENCE_FRAGMENT[1]
Message: “Because” at the beginning of a sentence requires a 2nd clause. Maybe a comma, question or exclamation mark is missing, or the sentence is incomplete and should be joined with the following sentence.
... an important role in customer service. Because it would help to provide the exceptiona...
^^^^^^^
Line 7, column 384, Rule ID: DT_PRP[1]
Message: Possible typo. Did you mean 'the' or 'it'?
Suggestion: the; it
...e relates to emotional intelligence and the it is also known as an essential factor of...
^^^^^^
Transition Words or Phrases used:
also, besides, but, first, hence, however, if, may, moreover, nevertheless, so, therefore, for instance, as a result, by the way
Attributes: Values AverageValues Percentages(Values/AverageValues)% => Comments
Performance on Part of Speech:
To be verbs : 28.0 13.1623246493 213% => Less to be verbs wanted.
Auxiliary verbs: 12.0 7.85571142285 153% => OK
Conjunction : 20.0 10.4138276553 192% => OK
Relative clauses : 20.0 7.30460921844 274% => Less relative clauses wanted (maybe 'which' is over used).
Pronoun: 70.0 24.0651302605 291% => Less pronouns wanted
Preposition: 93.0 41.998997996 221% => Less preposition wanted.
Nominalization: 32.0 8.3376753507 384% => Less nominalizations (nouns with a suffix like: tion ment ence ance) wanted.
Performance on vocabulary words:
No of characters: 3924.0 1615.20841683 243% => Less number of characters wanted.
No of words: 733.0 315.596192385 232% => Less content wanted.
Chars per words: 5.35334242838 5.12529762239 104% => OK
Fourth root words length: 5.20326558436 4.20363070211 124% => OK
Word Length SD: 3.06176836623 2.80592935109 109% => OK
Unique words: 287.0 176.041082164 163% => OK
Unique words percentage: 0.391541609823 0.561755894193 70% => More unique words wanted or less content wanted.
syllable_count: 1215.0 506.74238477 240% => syllable counts are too long.
avg_syllables_per_word: 1.7 1.60771543086 106% => OK
A sentence (or a clause, phrase) starts by:
Pronoun: 17.0 5.43587174349 313% => Less pronouns wanted as sentence beginning.
Article: 9.0 2.52805611222 356% => Less articles wanted as sentence beginning.
Subordination: 6.0 2.10420841683 285% => Less adverbial clause wanted.
Conjunction: 0.0 0.809619238477 0% => OK
Preposition: 3.0 4.76152304609 63% => OK
Performance on sentences:
How many sentences: 36.0 16.0721442886 224% => Too many sentences.
Sentence length: 20.0 20.2975951904 99% => OK
Sentence length SD: 52.3325297768 49.4020404114 106% => OK
Chars per sentence: 109.0 106.682146367 102% => OK
Words per sentence: 20.3611111111 20.7667163134 98% => OK
Discourse Markers: 3.55555555556 7.06120827912 50% => More transition words/phrases wanted.
Paragraphs: 6.0 4.38176352705 137% => Less paragraphs wanted.
Language errors: 3.0 5.01903807615 60% => OK
Sentences with positive sentiment : 28.0 8.67935871743 323% => Less positive sentences wanted.
Sentences with negative sentiment : 3.0 3.9879759519 75% => OK
Sentences with neutral sentiment: 5.0 3.4128256513 147% => OK
What are sentences with positive/Negative/neutral sentiment?
Coherence and Cohesion:
Essay topic to essay body coherence: 0.274570001987 0.244688304435 112% => OK
Sentence topic coherence: 0.0897143564822 0.084324248473 106% => OK
Sentence topic coherence SD: 0.0793809142378 0.0667982634062 119% => OK
Paragraph topic coherence: 0.106510894139 0.151304729494 70% => OK
Paragraph topic coherence SD: 0.10812682053 0.056905535591 190% => OK
Essay readability:
automated_readability_index: 13.9 13.0946893788 106% => OK
flesch_reading_ease: 42.72 50.2224549098 85% => OK
smog_index: 8.8 7.44779559118 118% => OK
flesch_kincaid_grade: 12.3 11.3001002004 109% => OK
coleman_liau_index: 13.75 12.4159519038 111% => OK
dale_chall_readability_score: 7.56 8.58950901804 88% => OK
difficult_words: 136.0 78.4519038076 173% => OK
linsear_write_formula: 13.0 9.78957915832 133% => OK
gunning_fog: 10.0 10.1190380762 99% => OK
text_standard: 14.0 10.7795591182 130% => OK
What are above readability scores?
---------------------
Maximum five paragraphs wanted.
Rates: 73.0337078652 out of 100
Scores by essay e-grader: 4.33 Out of 6
---------------------
Note: the e-grader does NOT examine the meaning of words and ideas. VIP users will receive further evaluations by advanced module of e-grader and human graders.