#AskDJV – Episode 34: Hotel Social Customer Service

Thank you for visiting our #AskDJV Video Series. If you are just joining us for the first time, each week, our own DJ Vallauri discusses hotel social customer service and what you need to know to improve your hotel brand.

Customer Service Skills

In this week’s episode, DJ discusses how you can improve your customer service skills and what guests expect from your hotel when it comes to social customer service.

Nowadays, consumers are looking for “instant access” to your hotel brand. They are online 24/7 and they expect you to respond to their social media posts almost as quickly as they are posted. What does this mean for your hotel?

Customer Experience

You should be monitoring your hotel and variants of your hotel name, not just your @handle, if you want your guests to have a better customer experience. Did you know that 97% of the people who are talking about your hotel, won’t use your @handle? DJ talks about how to monitor this in the video, as well as what you can do in addition to answering their Tweets, Facebook or Google+ posts. Learn more about hotel social customer service and increase your customer service skills by watching this week’s episode of #AskDJV.

Send us your questions

Would you like DJ to address a specific question? If you have something you’d like to discuss, drop us a line. We’ll be in touch if we use your topic on the next #AskDJV show.