The Five Point Plan of Customer Service
Posted on Wednesday, June 12, 2019 by Amy Liston — No comments
Customer service within any industry, especially hospitality, is absolutely vital. In this article we will be focusing on the how when it comes to creating amazing customer service and experience, but if you want to know why it is so important, have a look at our post “How Important is Customer Service in the Hospitality Industry” here after reading this blog.
Imagine that you’re making breakfast, or decorating a room, or even figuring out how to get to work when your usual route is compromised; there are always steps to consider to reach the desired end result, and customer service is no exception.
When thinking about the how, you’re best to do with a plan, and for things like this we find the best way to do so is by the five point plan. To best describe the five point plan, we created an infographic for you to follow – try and bring this into your daily routine and let us know how smoothly things go!
The most important thing to do is to identify your vision. In this case, it’s to have top notch customer service; what does that look like? Is it returning customers in your restaurant or hotel, is it getting people to talk about your service to others to create a word of mouth effect to generate more customers? Whatever the vision is, keep to it; this is what gets you to the end result!
Once the vision is clear, it is time to identify goals. This could be working towards getting X amount of 5 star reviews on your Google business ratings, or having someone thank you for making their stay feel extra special. More smiles, more business, more chance to grow.
Create a plan and keep to it! If you have a team, delegate and let them know what you’re now working towards; and if it’s a personal goal then identify the steps to take in order to achieve the goals – plans are essential to make, and even more essential to keep to.
Measure your progress; if it’s within a team then have a meeting to check up on everyone. A good way to keep track is by using a key performance indicator, or KPI for short, and track the progress there by noting down how successfully you executed each plan each week or so.
Once you have met targets, celebrate a little and then think about how to do it again. With such a competitive, people based industry, it is really important to refresh your goals to keep with the times in this ever-changing society; keep up with demands and keep up with your own standards!
Do you have any suggestions when it comes to customer service? Let us know in the comments!