Are companies like Amazon and Apple setting better examples of great customer service than the hospitality industry? There has been a sharp decline in the hospitality industry in basic customer service with more reliance on technology, resulting in impersonal or rote customer interactions. Many times, calling a hotel requires extreme patience because of all the sales and reservation messages and the numerous prompts before getting to the right area, if lucky. Many general managers are not accessible; do not respond to guests; and set the lack of importance of the guest to his/her staff.
Are companies like Amazon and Apple setting better examples of great customer service than the hospitality industry? There has been a sharp decline in the hospitality industry in basic customer service with more reliance on technology, resulting in impersonal or rote customer interactions. Advertisements
Many times, calling a hotel requires extreme patience because of all the sales and reservation messages and the numerous prompts before getting to the right area, if lucky. If general managers are not accessible and do not plan and communicate proactively, then what messages are they sending to the staff?
In the hospitality industry, there is a lot of discussion on exceeding customer expectations and creating experiences . But how effective is this if basic services fall short of minimum expectations? This article will address what great customer service is from the guest perspective and the value of general managers setting the standards.