June, 2024
Elevating customer Experience:
The Power of Excellent Phone Customer Service
In the competitive landscape that is our hospitality industry, delivering exceptional customer service is paramount to success. For UK hoteliers and attractions, this extends beyond the reception area and into every interaction, including those that occur over the phone.
We are launching a series of blogs where we explore why excellent phone customer service is crucial for hotels and how outsourcing your call handling can ensure that no call goes unanswered.
The First Impression:
As the saying goes, “You never get a second chance to make a first impression.” For many guests, their initial contact with a hotel is over the phone. A friendly and efficient interaction sets the tone for their entire stay.
At customerhubUK we pride ourselves on the delightful service we provide our clients and in turn their customers – it’s what makes out stand out from others.
Accessibility and Availability:
In today’s digital age, guests expect instant access to information and assistance. Missing or mishandling calls can lead to frustration and dissatisfaction.
Our customerhubUK team are on hand to answer your calls and queries 7 days a week at times when you need it the most. Often missed calls peak around those busy check in and check out times, when your front-of-house staff are rightly looking after customers inhouse. Don’t let those calls go missed and explore the benefits of an overflow service.
Handling Complaints and Reservations:
Dealing with complaints and managing reservations over the phone requires a delicate balance of empathy, problem-solving skills, and product knowledge.
We, at customerhubUK, believe that complaints can be turned into compliments if handled sympathetically and correctly. Warm, professional and understanding customer service skills can often soften some of the most disgruntled guests.
Leveraging Technology:
Technology plays a vital role in streamlining phone communication and enhancing the guest experience. From call routing and CRM integration to AI-powered chatbots, hoteliers can leverage various tools to optimise their phone customer service.
Working with customerhubUK means that you will benefit from using sophisticated and dedicated contact centre software solutions with trained professionals handling your calls. You will also benefit from up-to-date industry insights from the team that can continuously add value to your customer service interactions.
Monitoring and Feedback:
Continuous improvement is essential for delivering exceptional phone customer service. Hotels and attractions should regularly monitor call performance metrics, gather guest feedback, and make data-driven decisions to enhance their phone operations.
Implementing our ongoing training and quality assurance services takes this stress away from you as part of the customerhubuk packages. With call compliance tailored to the needs of each client, you can be confident that calls are monitored and that positive guest feedback is achieved from that important first interaction.
Next month we will dive deeper into each aspect and look at the trials in hospitality that make it difficult to retain the best customer service and how we can work together to ensure that every caller receives a positive and memorable experience. How you can cultivate loyalty, drive bookings, and set yourselves apart in a crowded marketplace by partnering with a trusted provider of outsourced contact centre solutions and how it can help you elevate your phone customer service to new heights, ensuring that no call goes unanswered and no opportunity is missed.
For more information on the services that customerhubUK offer please visit, email or call:
www.customerhubuk.com
enquiries@customerhubuk.com
+44 (0)1905 792800
