Table of contents
Evaluation criteria for staff items change
Customer service is evaluated for a moment
The staff will be able to talk to customers directly in a very short time.
There are only a few minutes at check-in and check-out.
Customers are judged whether the staff is good or bad in this short time.
It seems that there is only the first impression.
What do you think about this. What are you talking to customers during check-in and check-out ?
Don’t neglect important business conversations, such as inn rules, but what else are you talking to customers ?
I feel that it is okay for machines to serve customers if the staff only does what is necessary for business.
In fact, some AirBnB accommodations have a system where guests do not meet directly with the staff of the inn from check-in to check-out.
It’s just a customer service using e-mail.
Customers do everything from check-in to check-out without looking at the staff, but the evaluation of the staff is surprisingly high.
The reason for this evaluation is thought to be that there is no misleading misunderstanding because the customer service remains visible as an email rather than a moment.
Customer service that requires flexibility
How about the customer service of inn staff that is not AirBnB ?
Clean dress, polite language, accurate explanations, conversations adjusted to each customer.
Compared to customer service by e-mail, the amount of work for each staff member is enormous.
Since staff do not contact customers via email in advance, the shorter the time the staff talks to the customer, the more customer will have to rely on the impression to judge whether the staff is good or bad.
In the case of a typical business hotel where the staff handles the customer service only at the reception counter, the customer service time will be even shorter during busy hours.
What about the behavior and psychology of staff and customer when the reception is busy ?
The staff does not provide any extra service and serves customers only normal check-in work.
In other words, Just do the normal check-in work.
The customer just wants to check in early and enter the room.
This means that both staff and customers want to check-in early.
In this case, the staff who check-in as soon as possible can give the impression of good staff from customers.
The evaluation of staff go up when the staff works quickly and beautifully.
On the other hand, when the reception is busy, the customer’s impression will be worse if the staff works slowly and check-in is delayed and there is a line behind the reception.
Whether customers who want to check-in early or customers who are looking forward to talking with the staff, staff need to handle both.
Notes on customer service style that does not leave much impression
A good customer service may result in a good review wriiten by customer in the item of the staff.
But in the case of a type of customer service that does not leave much impression, it may be affected by the evaluation of other items.
Therefore, in the case of an inn with a style that emphasizes efficiency through mechanical check-in and check-out, if the evaluation of other items is low, the staff item will also be low.
□ AirBnB-style inns that talk with customers only by e-mail have less misunderstandings, so evaluations tend to be higher.
□ The staff of the inn is required to respond flexibly.
□ If it is mechanical customer service, it will be linked with the evaluation of other items.
