The hospitality industry is a complex one; it comes with high expectations for service excellence, whether that’s from valuable conferences hosting hundreds to the intrepid single traveller looking forward to a relaxing break.
The service you offer can make or break those relationships – here are some pitfalls to avoid on the hospitality customer service journey:
1. No self-service options
While customers appreciate the human touch, when they’re on the go they also strive for speed and efficiency 24/7. Many tasks (whether it’s adjusting a reservation or making a special request) can be performed quicker through an app, a website or via a chatbot at any time of the day or night.
Even if the request is made during working hours, also consider the fact that the customer could be in a queue or airport lounge and it might not be appropriate or convenient to make calls to your business. Providing self-service options that make sense for your business won’t just improve business efficiency, but it will also empower your customers to proactively and proficiently service themselves.
2. Delayed responses to time-sensitive requests
Travelling customers are likely to favour using digital channels to interact with your business – this could be email, social media or even web chat. The challenge with these channels is managing expectations – an instant channel requires not just an immediate response, but a speedy resolution. If travel plans need to be altered at a moment’s notice, for example, your business processes need to be flexible enough to allow for this, and provide customers with immediate feedback.
Anything short of excellent service and lightning-fast responsiveness may leave your customers stranded, literally. Your customers will appreciate that you’ve set up your business to service them in a way that makes sense for their needs and their lifestyle, rather than trying to shoehorn them into a process that might work for your business, but not for them.