It’s often said that we don’t “do” Customer Service in this country. In response, I’d say that it’s not rocket science: it starts with a smile, a warm glow, a sense of being valued…and an increased propensity to buy, return, and/or recommend. If you want your Team members to be engaged, and productive, then, you too must be prepared to smile, as you exhort them, “Smile, dammit, smile!”
At my hotel this week I genuinely experienced “The Most Unbelievable Upgrade Yet”; just not in the way they meant! I’d suggest that almost any Customer Experience can be upgraded, and not expensively.
With People 1st also highlighting the extent to which a lack of soft skills is holding back career development (see graphic) and – AND – the fact that a 1% increase in productivity could drive an additional £1.43 billion revenue to the industry, it seems blindingly obvious that there is a MASSIVE opportunity here.