Customer service in the USA is essential, especially in hotels and workplaces. If you do not provide proper customer service, customers will never be happy, and they will move to other similar service providers for the next time.
Also, an unhappy customer is not always satisfied in their minds, and they will never recommend your hotel or workplace to any other.
That also causes many customers to be dissatisfied. Unhappy customers nowadays comment directly on the hotel’s official website and other social media platforms, impacting the business’s reduction or complete drop-down.
If that continues, the hotel’s brand name will be tarnished, and the hotel as soon as possible. Because of that, customer service is a significant and exciting part of any service-providing job.
That is why you must learn what customer service is and how to apply customer service theories to specific situations.
Customer service agent duties and responsibilities.
Responding to Customer Inquiries
As a customer service agent, you will address various guest inquiries. In a hotel setting, these could include requests for additional meals, birthday cakes, fruit platters, extra beds, towels, room amenities, room changes, information about the property or services, and many others. You must ensure that each guest’s needs are met promptly and efficiently.
Resolving Customer Issues.
Customer service agents must know how to resolve customer issues and what they inform you or other staff members. Resolving a customer issue is the same as duty and responsibility.
Issues can occur in a hotel’s guest room: the air conditioning not working correctly or being broken, the Towel or bed linen being dirty or not refiled, the Room not being cleaned properly, or the guest not being satisfied with the room view.
The room location was not suitable for guests, Food or drink was served late, staff members needed to be more polite or give correct information, the guest lost some of the valuable items that he brought to the hotel, and many others. As a customer service agent, you must know how to deal with guest complaints.
Providing Product/Service Information
Providing correct information to the guest or customer is crucial as a customer service provider or agent. Based on your information, you can get a picture of their thoughts about your standard of the property and other things such as activities outside, room charges, meal time, check-in and check-out time, and more.
Maintaining Customer Records.
Customer records are vital for hotels to understand customers, especially plans.
These customer records can also help convert essential customers into regular (respite) guests. If the customer information, such as email, phone number, or address, is with you, you can follow up and inform them of new promotions, facilities, discounts, and events. You can also send wishes on behalf of the hotel, especially on special occasions such as birthdays. That helps specific customers return to your business many times.