In every business what usually matters most is the customer service and satisfaction; it is even more important than the products or services offered by that business itself. In the grand scheme of things, a customer is the most important factor in any business –No customer, no business. If a person sets up a hotel and nobody lodges at the hotel for a year, obviously the person will either close down that hotel or change his line of business. Good customer service is also necessary in hospitality-affiliated businesses like hotel booking sites. Hotelnownow.com, one of the top hotel booking sites in Nigeria has set the pace by providing 24-hour concierge services and readily available customer support staff. Hotelnownow.com personnel follow the booking process from start to finish to make sure the customer is checked in without a hitch. Even after the customer checks out, there are follow-up calls to make sure that the customer was satisfied with the hotel services.
Good customer service and customer satisfaction is a very important in the hospitality industry, owing to the simple basis of opening a place of lodging; which is to give people comfortable place of respite when they are away from home. It is extremely important that owners of such establishments hire and train level-headed and friendly people; that won’t clash with customers. I once visited a friend staying at a nice hotel and ordered a pasta dish based on the recommendation of my friend. When the food came though, the portion was much smaller than it was supposed to be, so he called the receptionist and was transferred to the kitchen. When the cook came on however, his response was less than desirable, so my hot-headed friend went down to the kitchen, and both of them had a shouting match. It took the intervention of the rest of the hotel staff to end the shouting match because the cook staunchly refused to apologise. In the end, my friend packed up and left the hotel with a promise never to return. My friend made sure everyone heard the story and made sure their opinions were permanently biased concerning that hotel. A wise person once said, ‘The best advertisement is good customer service’.
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No matter how good an establishment’s facilities are, if the customer service is lacking, the business will be affected. It doesn’t matter if it’s a five-star, three-star or boutique hotel, once it provides excellent customer service to the guests, the hotel will get recommendations, referrals and return customers. Always remember that good customer service equals customer satisfaction, and customer satisfaction leads to referrals and recommendations, which boosts your business faster than any other thing.
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