How to manage quality customer service

A quality customer service program makes a hotel stand out from competitors who may not place as much emphasis on taking care of the customer. In fact devoted to placing customers at the forefront can help you achieve repeat sales and get free word of mouth advertising from loyal customers. Maintaining quality,above average customer service levels is crucial for business

1- Define your key performance indicators for customer service as set target levels for each key performance indicators relate to your specific business model and industry and tell you what specific measurable goals you strive for in terms of customers service. for example, some hotels want customer satisfaction rates to be 95 percent or above. other kpls may involve the member of new customers acquired percentage of sales from returning customers and customer turnover rates.

2- Define away to measure your customer service key performance indicators, construct customer surveys and questionnaires that ask questions about customers experiences. Write specific questions for respondents to answer. Such as how many time the customer has visited the hotel and how welcoming the customer perceives the atmosphere. Implement sales management or customers relationship management software that the number of sales from each customer and charts overall sales goals

3- Maintain employee motivation and training programs, and revise them as needed. incorporate customer service lessons and programs in new hire training manuals,documents and orientation procedures. create customer service contests that reward employees for displaying above average levels of customer service. schedule weekly meetings with employees to discuss customer service goals and specific behaviors which you would like employees to display and improve.

4-Measure customers satisfaction with your company and the level of customer service you provide. Mail surveys to customers homes with postage-paid return envelopes.Conduct both telephone surveys to existing customers and in person surveys when customer walk on site. Summarize and organize the results into graphs and charts that show your hotel progress on specific customer service attributes and on customers overall level of satisfaction.

5- Track measures of customer service and key performance indicators on monthly or quarterly basis. Review results of surveys,charts,grapls and other measurement tools.Take note of customer service issues which are on the up-tick and those which are declining and need improvement.

6-Focus your efforts on declining goals and customer service measurements,Review employee performance and institute training program. Seminars and sessions that teach customer service behaviors. Set specific weekly, monthly and quarterly goals for the employee and your hotel to achieve.