{"id":63,"date":"2015-02-13T10:39:37","date_gmt":"2015-02-13T10:39:37","guid":{"rendered":"http:\/\/rplearn.pixeldepo.eu\/?page_id=63"},"modified":"2015-05-12T08:39:21","modified_gmt":"2015-05-12T08:39:21","slug":"unit-9-how-to-interact-with-customers","status":"publish","type":"page","link":"https:\/\/respons-alliance.eu\/rplearn\/?page_id=63","title":{"rendered":"Unit 8: How to interact with customers?"},"content":{"rendered":"<p>In any situation or at any stage of the tourist service, behavior and attitude of the staff are very important to the guest or customer. Often it is their first and most lasting impression. In tourism the staff is an integral part of the customer experience of the whole product. Accordingly, it is important that your staff is well trained to work under the standards established by your organisation that it has the necessary communication skills and feels committed to achieve the expected quality of service. This brings us to the question how to interact with customers and guests?<\/p>\n<p>The guests expect high quality of services and provision of different benefits. Owners \/ managers should seek to retain existing and loyal customers, provide personal attention and allocate specific funds for maintaining relationships with current and future customers according to the market situation. Customers tend to judge the quality of the tourist products and services based on benefits received.<\/p>\n<p>To interact better with guests it is recommendable not only to introduce standardized products, but making a difference and the products offered \u201ccustom-made\u201d.<\/p>\n<p>Another important element of the interaction is two-way communication: Besides providing information to customers it is important to receive feedback on their satisfaction with the products and services. Let guests make suggestions for improving the overall product or its individual elements. Effective management of complaints often leads to better results and allows price differentiation towards different customer groups.<\/p>\n<p>Other instruments are club cards and club membership. They combine communication, distribution and pricing actions and contribute to building loyalty, commitment and trust. Modern information technologies enable many companies to individualize and personalize their products to meet the individual needs of the customers. A good approach is to use the web site of your company to interact with customers by providing incentives in the form of promotions and special offers for one or more nights.<\/p>\n<p>Proper interaction with guests and meeting the quality requirements of the product require careful selection and training of all staff.<\/p>\n<p><strong>The employees should remember: <\/strong><\/p>\n<ul>\n<li>The excellent opinion of the guest on the product\/ service is the main goal. It cannot be bought, it must be earned by providing perfect service and quality products;<\/li>\n<li>If guests get what they expect, they will repeat their visit;<\/li>\n<li>Angry guests will not return. It is not recommendable to argue with guests or show disagreement;<\/li>\n<li>You can turn the visit of guests in a pleasant, memorable event.<\/li>\n<\/ul>\n<p><strong>There are many rules, which allow successful interaction with guests but the main among them are<\/strong>:<\/p>\n<ul>\n<li>Be aware of what guests expect from you. Remember that guests have expectations and you have to adapt your behavior towards them.<\/li>\n<li>Show willingness to help in any situation. Remember that people react differently. Your staff must be able to adapt its behavior to different situations, various cultures and people.<\/li>\n<li>Sometimes guests want to communicate and need just an interlocutor. Allow them to communicate as this can solve bigger problems in the future.<\/li>\n<\/ul>\n<p><strong>Your employees will work better if they:<\/strong><\/p>\n<ul>\n<li>Do not have to do several things at once;<\/li>\n<li>Know what is expected from them;<\/li>\n<li>Learn to listen and ask questions;<\/li>\n<li>Communicate properly with guests;<\/li>\n<li>Learn to remain calm;<\/li>\n<li>Acknowledge mistakes and ask for excuse;<\/li>\n<li>Remember that a warm smile is the universal language of kindness.<\/li>\n<\/ul>\n<p>Despite the foregoing rules conflict situations sometimes arise between you and customers or between staff and customers. The results of a conflict can be positive or negative depending on how the people involved deal with it.<\/p>\n<p><strong>Here are some effective measures to ensure customer satisfaction:<\/strong><\/p>\n<ul>\n<li>Avoid conflicts and isolate the situation from other clients and staff. Keep calm.<\/li>\n<li>Listen to the guests and discover their needs.<\/li>\n<li>Ask questions. Try to convince him that you are sympathetic to their needs.<\/li>\n<li>Agree and take action. Select measures that will maximize the satisfaction of the customer. Ask whether your client will approve these measures.<\/li>\n<li>Later, check with the customer whether the measures taken were satisfactory for him.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>In any situation or at any stage of the tourist service, behavior and attitude of the staff are very important to the guest or customer. Often it is their first and most lasting impression. In tourism the staff is an integral part of the customer experience of the whole product. Accordingly, it is important that [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":10,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/respons-alliance.eu\/rplearn\/index.php?rest_route=\/wp\/v2\/pages\/63"}],"collection":[{"href":"https:\/\/respons-alliance.eu\/rplearn\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/respons-alliance.eu\/rplearn\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/respons-alliance.eu\/rplearn\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/respons-alliance.eu\/rplearn\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=63"}],"version-history":[{"count":2,"href":"https:\/\/respons-alliance.eu\/rplearn\/index.php?rest_route=\/wp\/v2\/pages\/63\/revisions"}],"predecessor-version":[{"id":240,"href":"https:\/\/respons-alliance.eu\/rplearn\/index.php?rest_route=\/wp\/v2\/pages\/63\/revisions\/240"}],"up":[{"embeddable":true,"href":"https:\/\/respons-alliance.eu\/rplearn\/index.php?rest_route=\/wp\/v2\/pages\/10"}],"wp:attachment":[{"href":"https:\/\/respons-alliance.eu\/rplearn\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=63"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}