Archive for October, 2009
The Last One
October 19th, 2009 | 
Author: Equally important is the last person who touches your customer. At a hotel, this can again be the front- desk person resolving hilling issues, or it can be the accounting department in your company Because money is now involved, issues get down to the nitty gritty Does your client owe this much or not? Did they take that Heineken out of the minibar? Is this the proper service fee that should have been added to your client’s bill? The manner in which these issues are resolved has to be executed delicately The most important thing, however, is that the person representing your company does not bring their own tough, streetwise attitude to the tahie and turn the client off from doing business with you again.
My message here is that it’s very important to train everyone in your office to deliver a high level of service, even if their core task in your company is an administrative one. You are working very hard—harder than ever these days—to keep your business alive and growing. Don’t let a few untrained individuals along the way create a bad impression with the client.
An important note: If you find yourself repeatedly trying to teach these individuals in your office that customer service is key and they’re just not getting it, it may be time for them to go. They maybe better suited for another industry. In this economy, you may have a relatively easy time replacing them, and you have much too much work to do than to spend time teaching someone how to be polite.
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