What Can I Do For You, Sir???
I recently stayed in a hotel and the experience made me wonder just a bit about how the staff could have possibly made it better.
There were a few things that were wrong and when I brought these to the attention of the staff, their reply was always “What would you like me to do, sir?” Perhaps they were being friendly or perhaps they just wanted to be able to do what I thought I wanted. But their reply kind of rubbed me the wrong way.
There is a difference between making the customer part of the resolution and making the customer responsible for the resolution. I believe we best serve the customers by offering them choices and making them part of the process that way.
for example, if the room was noisy, the staff could have said; “We could move you to another part of the hotel where it is quieter if you would like or is there something else you think might be a better idea?” At least they would have offerred some kind of alternative and not made me feel responsible to resolve the issue.
You see, customer service is all about finding the best resolution to a situation while making all parties relaxed and comfortable throughout the process. In other words, we want the experience to be as positive as possible without any negative aspects. If we can do that, we have a much better chance of keeping that customer happy and coming back.
That just makes sense, doesn’t it? A happy customer is a satisfied customer. So let’s make an effort to make our customer experience better by interacting better and more positively with every one of our customers.
After all, that’s what it’s all about, right???
The Customer Service Training Institute
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