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#AskDJV Episode 31: Hotels can learn from Apple Customer Service

This week’s #AskDJV Episode 31 is a bit unconventional in the fact that DJ Vallauri talks about his recent customer service experience with Apple Computers.  How does this relate to the hospitality industry, you might wonder?  Read on for more insights into customer service.

 

Hotel Customer Service

Recently, DJ went into the Apple computer store to purchase the Apple Watch.  While the Apple team was pitching him about the watch and explaining all the features and advantages, DJ explained to them that he had purchased another Apple product 30 days ago and that he wasn’t very satisfied with the product.  He knew that it was past Apple’s usually 14 day return policy, but he expressed his concerns anyway.

Customer Satisfaction

Sometimes, it isn’t all about you (the hotel hearing the complaint), it is all about your hotel guest and how they feel, what they want and overcoming their objections (or in this case, DJ’s dissatisfaction with a previous Apple product).  You want to do this in a timely fashion, but more importantly, you want your guest to feel like they matter to you.  The ultimate customer satisfaction comes with a positive review and re-booking your hotel.

Quality Customer Service

The way to provide quality hotel customer service is to listen to your guests, ask their opinions, and find ways to make their experience at your hotel even better than they anticipated.  Every hotel has something special that resonates with their guests.  Look for more ways to improve the quality of your customer service, similar to the way Apple did with DJ.

Check back for next week’s episode of #AskDJV.  We look forward to seeing you!

Good Customer Service – Why Don’t They Do It?

"Recently I was talking with a client about one of his employees and customer service. The day before I had presented the Moments of Magic™ customer service program and mentioned that I thought a gentleman in the audience was a skeptic. The client said he wasn’t skeptical, but felt he knew everything I was talking about.

I responded, “Everyone already knows what I’m talking about.” He agreed and I asked him, “So does this guy deliver great service?”

He said, “That’s the problem. He knows, but he doesn’t deliver.”

Read the full article by Shep Hyken via socialcustomer.com