Customer Relations
Customer Relations
“The customer is always right” - this is a very well known saying in the hospitality industry, and for good reason… Ensuring that customers are satisfied is the primary goal for those working within the industry. Business will not only be lost to unsatisfied customers, but to those who they talk to after their experience. As such, an establishment’s staff need to be well presented and well trained in handling customers in order to create the best impression possible.
1. Rules for Handling Customers
- Staff should be adequately trained in every aspect of customer management – from the receiving and seating of guests, to servicing their requests and dealing with complaints, as well as presenting them with their bills
- It is the responsibility of those working within the hospitality industry to ensure as prompt service as possible – whether it is for responding to requests, providing information or delivering a product
- The staff should do all that is within their capabilities to ensure that the guests are comfortable in the venue, and they are enjoying the experience.
- - Staff should be friendly to their customers, making them feel respected and appreciated at all times – this is conveyed through body language like establishing eye contact and using language that is appropriate and polite
- - While friendliness is expected, this can sometimes go too far - staff should not make themselves too familiar with guests as this can be seen as a lack of respect