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Customer Service


Author profile: Frank Fileccia
For over 32 years Frank Fileccia has been helping luxury inn, boutique hotel, resort and restaurant clients achieve their potential.
In the days of the Soviet system, people had to rely on the shopkeeper, or restaurateur, to provide the goods and services they required. There was no other choice. You bought what they offered, how they offered it, or you went without.

But today there is competition. Many businesses compete for the same disposable income. Yet, Soviet service still exists and is still rampant throughout the economies of the FSU. The result, unhappy and unsatisfied customers, and a high rate of business failure, because now there is competition. If you do not change with the times, customers will spend their money elsewhere.

As a food and beverage server, the interpersonal skills brought to the job are very important. That's because everything done in the course of the job involves interacting with people.

In the tourism industry, professional service can only be achieved with well-developed interpersonal skills. Being professional should be reflected not only in personal appearance, attitude and behavior on the job, but also in the way employees communicate with guests and co-workers, handle difficult situations, and assist guests with special needs.

And what is gain by being professional? The satisfaction of performing a job well, developing a loyal clientele and being part of an efficient and caring team.

Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won??™t be profitable for long.

Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.

By remembering the one true secret of good customer service and acting accordingly; "You will be judged by what you do, not what you say."

Finding new customers is much more expensive than retaining existing ones. Customer service is more than just keeping customers happy. It's about revenue, because a lost customer means lost revenue and an unhappy customer can damage your reputation.

Some aspects of effective customer service are:

* knowing your customers' needs;
* identifying your key service activities;
* delivering superior service;
* follow-up.

In a competitive marketplace it makes sense to aim to provide superior service. Customers base their purchasing decisions on the service they receive, not just price, quality and availability.

Build superior customer service into your business:

* Incorporate customer service strategies into your business and marketing plan.
* Develop a business vision that reflects your commitment to good customer service and let your customers know about it.
* Make sure everyone involved in your business shares your commitment.

Customer service check:

* Do you tend to over-promise and under-deliver?
* Are there opportunities to improve your service?
* Do you know if your customers value your customer service initiatives?
* Do you have systems in place to deal with unhappy customers?


My customer service training to western standards has been very popular in the FSU and are still available to those who can accept the challenge of changing with the times.

Feel Free to contact me for further information.
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Copyright?© Frank Fileccia

The Quote

Do what you do so well that they will want to see it again and bring their friends.

Walt Disney