Service recovery is a critical part of the overall quality of customer service and of course the success of any company.
There are multiple aspects one must consider when properly training staff. First is to what level the company will allow employees to address service recovery, if and when service recovery is necessary, and of course recognizing to what extent is allowed.
Also the staff needs to be trained in properly addressing the customers needs so that service recovery isn’t necessary.
In the hospitality industry, it is imperative to project a positive attitude at all times.
The guest is at your establishment to forget about their worries and are not there to absorb yours.
To veer from 100% 5 Star Service such as projecting a negative or even “bad” attitude lessens the impact of the entire experience for the guest. This in turn has a direct impact in the credibility of the company and its integrity.
Proper training and development can help ensure that your employees produce that 5 Star service.
It is everyone’s responsibility to practice due diligence when proactively anticipating the needs of a guest.
There are a few situations in which the guest is hampered by incorrect information. However, when the information is not actively seeked and a guest is hampered or delayed, the integrity of the employee and the company suffers.
Examples are special betting limits, ability to have a reserved game, special privileges, and/or reservations.
I will get into this more as the blog continues to grow.