Customer service is not rocket science and still every service oriented company’s success is based on how well the customer service agents perform every day. Trip advisor and social media environments are not a secret anymore but a weapon of great destruction or success, depending on how your enterprise is rated.
Your team is as good as your weakest link or person in your team. Every encounter between a client and one of your team will become a moment of truth where the service will be excellent, average or disastrous.
Every employee will act exemplary when the boss is around. True excellent service must happen at all times.
Service excellence happens when:
We recruit the right people.
We train them properly.
We audit the service on a regular basis.
Hospitality (verbal / visual communication)
Body language expressions
Compassion – the key to excellent service
Under promise / over delivery model
Standards of service – understand what excellence means
Success is a smile away
Social media, Trip Advisor, Instagram and Facebook