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24/7 Software Blog

#1 Go-To Technology for Managing Customer Requests (With Ease)

by 24/7 Software / July 17, 2018

“Taxi,” you hear the guy to your left scream.

He’s waving his arm with hopes of getting the attention of a cab.

But, no luck.

Large groups of people rush the taxi line as the day ends.

Many of the customers are in groups of two or more.

They flood the available taxis leaving anyone riding solo struggling to catch a cab.

“Taxi,” you hear him again as he flares his arms.

Now he’s flustered.

As you’re about to walk over to help, someone from taxi services approaches him.

“Sir, would you like a cab,” he asks. “Yeah, I’ve been trying to wave one down, but they are all taken before I can get their attention,” the frustrated man responds.

“Would you like another drink before you leave,” asks the staff member.

Confused by the question, the man replies, “Sure, I could use one, why?”

“Give me your phone number, enjoy a beer at our restaurant, and I’ll hail a taxi for you,” Jerry, the staff member, suggests.

Jerry takes the man’s number and directs him to the restaurant still open to customers.

How’s this for customer service?

Are you wondering how Jerry can perform first-class customer service?

He uses the go-to solution proactive operations rely on to make customers happy before, during, and when your property closes for the day.

If his customers need something, he and his team get it done.

We have good news; you too can efficiently manage the needs and requests of your customers.

Keep reading because this article explains how to perform best in class customer service.

Proactive Operations Deliver Proactive Service

Request tracking software can provide service with universal value for any property that cares about customer service and experience.

How are you currently keeping track of and handling customer requests?

Your customers need stuff, right?

Let’s be honest; they’ll always need something.

It’s paramount that you have a way to keep track of these requests to effectively manage them.

It’s so you can look good.

It’s so you can make your customers feel confident in your ability to always provide superior customer service.

Whether you work at an airport, hotel or stadium, or anywhere else, your visitors, customers or patrons need stuff.

They need this; they need that. Your customers need food, or a car, or a taxi, or simple assistance to get from point A to point B.

You need Proactive Operations.

Whatever it is they need, you should be able to deliver their requests efficiently and effectively.

Now, you’re about to see how you can manage customer requests using a request tracking solution.

Are you ready? Let’s keep going.

The Four Benefits of Your Go-To Solution

You can quickly and efficiently handle customer requests to keep your customers happy forever without making it more complicated than it needs to be.

Your ability to accomplish this starts today.

Using a request tracking solution within your operation provides you with a couple of advantages – to say the least:

  1. You’ll never overlook a customer request again! A significant benefit of implementing this solution. Your customers will love you.
  2. Everything will be organized, preventing confusion and missed requests.

Are you aware of the importance of responding effectively, efficiently, and expeditiously to requests?

If so, you should know the weight of implementing a progressive system throughout your organization.

Here’s what you need to know today:

These four ways you and your team can effectively – and professionally – deliver on requests.

Maintain Communication

When a visitor submits a request, immediately send them a confirmation text and then another when your request is dispatched to staff for completion.

Your goal is ensuring your customers have peace of mind.

So, it’s vital that you put processes and a system in place that allows you to accomplish this goal.

When your customers need something, let them know you’re listening and on top of it.

Give them the real-time information they want and need.

Notify them when their requests have been received, dispatched, and completed by sending a text message to them.

It’s a convenience for them, and it shows them that you understand the details matter.

Keep Staff up to Date

Whether your team remembers to complete the request or not, send them a reminder for the request, so nothing slips through the cracks.

We’ve said it before, the details always matter.

You must guarantee that nothing slips through the cracks – ever.

A system is useless for managing requests if nothing is being handled.

Agree?

Straightforward, yours and everyone’s experience depend on your staff’s ability and willingness to deliver exceptional service on requests.

Take note; accountability is crucial here because everyone is affected if even one person on your team continues to slip up.

Give your staff request details in real time.

By doing this, you ensure that all customer requests are not only completed but according to your standard operating procedures.

Your system can automatically send reminders for each request to your staff.

Now that’s how you deliver exceptional customer service with maximum efficiency.

Systematize All Request Types

You can do a lot with this system. You can track and manage all sorts of requests and deliver based on your specific guidelines.

Depending on your property, you’ll experience various requests like these.

  1. Amenity Requests
  2. Food and Beverage Requests
  3. Housekeeping Requests
  4. Taxi Requests
  5. Transport Requests

There shouldn’t be a request your staff can’t handle. With your system and the right processes in place, your entire operation will shine.

Deliver with First-Class Customer Service

Exceptional service helps strengthen relationships with your customers, which leads to more business and money for your property.

How you deliver on requests determines whether you see your customers again in the future.

Implement request tracking software immediately, execute what we’ve outlined in this article, and proactively enhance everyone’s experience on your property.

Over to You

Managing customer requests is the key to your success. Why not make the process seamless, right?

We challenge you to implement a solution that will make your life and the lives of your customers – a lot easier.

Editor's note: This post was originally published in July 2016 and has been updated for comprehensiveness and freshness.

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