Customer Service Skills with a Hospitality-Driven Approach

In recent newsletters, I shared the top three in demand skills for positions within the hospitality industry. Since then, I have taken a deeper dive into communication and teamwork, which leaves us to this week’s focus -- customer service. 

The skill of customer service is to provide timely and attentive service to a customer before, during and after a purchase while making sure their needs are met in a manner that reflects positively on the company or business. The end goal is to delight customers so that they will tell everyone how great your business is and also to return themselves. 

In my option, customer service goes hand in hand with hospitality. While providing service is the act or actions, hospitality is the feeling and how you conduct those actions. If you add a “hospitality-driven approach” to any customer service tactic, you’ll be setting yourself up for success. 

Here are a few tips to consider 

1. Listen to your customers and feedback - show them by following up and incorporating suggestions where appropriate.
2. Address complaints in a timely manner - with empathy, active listening and problem solving. Adjust your tone, demeanor and approach depending on the situation.
3. Never over promise and under deliver - while being hospitable can ease the conversation, the ability to listen and to provide the service that is being required is equally important. Setting expectations and being appropriately transparent can be helpful. 
4. Train and empower your teams - if you need further guidance from management, ask for it. Sometimes you need to make decisions regardless of profit. 
5. Take the extra step - a little something extra could make a more lasting impression, build a relationship and develop a loyal customer. 

Great customer service goes a long way. Combine that with a “hospitality-driven” approach and over time it will build your reputation and customer base in a meaningful way. As Danny Meyer often quotes from Maya Angelou "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel."

For more skills and career related resources visit Culinary Agents.

Stay safe and be well!