April 21, 2016
Showing posts with label news. Show all posts
Showing posts with label news. Show all posts
Monday, July 18, 2016
Wednesday, April 24, 2013
Telephone Mystery Shoppers Find Hard Times Drive Hard Tactics
Good phone skills should be obtained by building a level of rapport with a prospective client before asking for their business.
(Archive - advancedfeedback.com - San Diego, CA, Feb 19, 2009) – With the country now officially recognized as being in a recession since December of last year, businesses are scrambling to adapt. Many are simply trying to hang on, abandoning, at least for now, visions of increased market share. Thus it perhaps should come as no surprise employees who deal with the public over the phone have become more aggressive, says Kurt Adams, Senior Accounts Director of Advanced Feedback, a leading provider of telephone monitoring services. "It used to be we were asked to measure items that tended to make the customer feel warm and fuzzy, such as using their name. Now it seems the sole focus is how many times we get asked for our business", commented Mr. Adams.
While employee interest in getting or retaining a customer's business is undeniably an aspect of good service, how and when this is manifested can be of equal importance. Specifically, Adams' cites asking the customer for the business in the first 10 seconds of the call. "I know it's a bit of an exaggeration, but isn't that like asking someone for a date before knowing their name?" he asked. Good phone skills suggest building at least some level of rapport with a prospective client before getting to the proverbial bottom line. Showing interest in a customer is more than asking repeatedly for an appointment or reservation; other elements include using the customer's name or asking how they happened to be in the market for the company's services. Moderation, as Ben Franklin reminds us, is a good thing.
(Archive - advancedfeedback.com - San Diego, CA, Feb 19, 2009) – With the country now officially recognized as being in a recession since December of last year, businesses are scrambling to adapt. Many are simply trying to hang on, abandoning, at least for now, visions of increased market share. Thus it perhaps should come as no surprise employees who deal with the public over the phone have become more aggressive, says Kurt Adams, Senior Accounts Director of Advanced Feedback, a leading provider of telephone monitoring services. "It used to be we were asked to measure items that tended to make the customer feel warm and fuzzy, such as using their name. Now it seems the sole focus is how many times we get asked for our business", commented Mr. Adams.
While employee interest in getting or retaining a customer's business is undeniably an aspect of good service, how and when this is manifested can be of equal importance. Specifically, Adams' cites asking the customer for the business in the first 10 seconds of the call. "I know it's a bit of an exaggeration, but isn't that like asking someone for a date before knowing their name?" he asked. Good phone skills suggest building at least some level of rapport with a prospective client before getting to the proverbial bottom line. Showing interest in a customer is more than asking repeatedly for an appointment or reservation; other elements include using the customer's name or asking how they happened to be in the market for the company's services. Moderation, as Ben Franklin reminds us, is a good thing.
Tuesday, April 23, 2013
Twenty Percent of Hotel Guests Report Problems with Their Stay
Negative
word of mouth spreads faster than positive word of mouth. With 43% of
guests who will not likely return to a hotel in the future, this is an
eye opener.
According to Hotel and Motel Management more than 20% of guests who have spent more than $250 a night said that they had experienced some sort of problem during their visit. Furthermore, guests who experience a problem are 43% less likely to return in the future.
With this relationship between problems reported and decreased guest loyalty, it is pertinent to keep service up to par to avoid losing market share. Unhappy guests tend to tell others about their experience even more than guests who have had a positive experience. This means that negative word of mouth spreads faster than positive word mouth and has the potential to significantly hurt occupancy rates.
The solution: Keep as many guests satisfied as possible. As a hotel manager you should be sure to know about your guests experiences. Make note of both the good experiences and the bad in order to pinpoint areas of improvement and reward employees for exceptional behavior.
“The solution to keeping on top of guest experiences lies in having a consistent system in place to monitor their satisfaction” commented Tori Stetson, Account Manager at Advanced Feedback, a San Diego based Customer Experience Management firm. “Mystery Shopping and Guest Surveys are a great place to start. Here at Advanced Feedback we even customize the program to suit not only the needs of your particular property, but also your budget, eliminating obstacles to getting started”.
-Archive advancedfeedback.com SAN DIEGO, CA, March 2nd 2007-
According to Hotel and Motel Management more than 20% of guests who have spent more than $250 a night said that they had experienced some sort of problem during their visit. Furthermore, guests who experience a problem are 43% less likely to return in the future.
With this relationship between problems reported and decreased guest loyalty, it is pertinent to keep service up to par to avoid losing market share. Unhappy guests tend to tell others about their experience even more than guests who have had a positive experience. This means that negative word of mouth spreads faster than positive word mouth and has the potential to significantly hurt occupancy rates.
The solution: Keep as many guests satisfied as possible. As a hotel manager you should be sure to know about your guests experiences. Make note of both the good experiences and the bad in order to pinpoint areas of improvement and reward employees for exceptional behavior.
“The solution to keeping on top of guest experiences lies in having a consistent system in place to monitor their satisfaction” commented Tori Stetson, Account Manager at Advanced Feedback, a San Diego based Customer Experience Management firm. “Mystery Shopping and Guest Surveys are a great place to start. Here at Advanced Feedback we even customize the program to suit not only the needs of your particular property, but also your budget, eliminating obstacles to getting started”.
-Archive advancedfeedback.com SAN DIEGO, CA, March 2nd 2007-
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