Thread by @oluwole_dada

IMPROVING YOUR COMPETITIVE ADVANTAGE AS A SERVICE PROVIDER DAY 3

lnkd.in/d_iwnwWj (Read DAY 2 here)

To get the best from your employees who relate with customers, you must train them on managing customers.
#people #hotel #restaurant #empathy #people

Training and retraining is important for staff interfacing with customers. I have seen employees who are attending to customers shouting on them because of a little disagreement. When this happens consistently, it is a sign that there is little or no training for these employees.

Every front desk staff must be patient with customers. They must learn the art of listening and empathy. Whether it is new customers who want to make enquiries or existing customers who will like to be attended to, you must treat them with dignity.

#sales #experience #training

Customers encounter with your staff is one of the critical determinants of their experience of your service.

I am sure the reader has experienced more than once scenes where you are standing in front of an employee either in a hotel or a restaurant or taking a cab or in a hospital and you are being ignored while the employee is focusing on doing something else.

Contrary to the sales of physical goods, the provision of services requires the customers to be treated with a high level of dignity.

There are hotels I have been to and I always look forward to lodging in such hotels whenever I am in that city.

This is because apart from the quality of service, the staff are very friendly, courteous, always smiling and ready to solve my problems, if any. No matter how good your service is, if your people who serve the customers are not friendly, your customers will be driven away.

Your restaurant may serve the best meal, if those who serve customers are treating customers with disdain, your footfall will start to decline.

To be continued...