Things may not always go right. Even really good UAE hotels that provide excellent customer service sometimes fail or make mistakes. If you stay at a hotel and encounter problems related to customer service, you’d probably expect a manager to behave in a certain way. You’d want him to be friendly and attentive, take care of the issues you feel unhappy about. In the long run, these are not the issues that arise that constitute our customer experience. This is the attitude employees resolve them with.
You won’t feel dissatisfied if a manager in a UAE hotel offers superior personalized service. You’ll be able to forget about initial problems if care surrounds you. You’ll be able to enjoy the remaining days of your stay, and you might even be convinced that you are the best and most important client here.
Hotel Customer Service faults and the strategy of service recovery
The case when you fien -tune the possible misteks and make it all be fine is called “service recovery.” It is a very important issue in any client service. This is the way you react to problems and the behavior patterns you choose. Consumers deserve the best service. Unhappy clients put you at risk – they define your brand through their negative experience and will share this story with the others.
Service recovery gives you a chance to turn unhappy customers into advocates of your hotel brand. The truth is that consumers, who were initially dissatisfied with the service but experienced service recovery, feel happier about the outcome than those customers who received excellent service from the very beginning. These data emphasize the importance of service recovery.
You don’t want to ignore such an opportunity, do you? Next time your services at a hotel fail at something, apply the above-described strategy. You will be surprised how well it works. Address your customer’s concerns, satisfy their needs and meet their expectations and they will forget about the negative experience they’ve had.
Delivering excellent customer experience does not imply making any mistakes. It is about dealing with them the right way. If you manage to turn an unhappy customer into a happy one, you’ll acquire new ambassadors of your brand.