24/7 Software Blog

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

by 24/7 Software / July 26, 2016

“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 event ends. Many of the guests 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 event 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 event staff member, suggests.

Jerry takes the man’s number and directs him to the after-event restaurant still open to guests.

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 guests happy before, during, and after events. If his guests need something, he and his team get it done.

We have good news; you too can easily manage the needs and requests of your guests. 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 industry that cares about guest service and experience.

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

Your guests 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 in order to effectively manage them.

It’s so you can look good. It’s so you can make your guests 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, guests or patrons need stuff.

They need this; they need that. Your guests 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 guest 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 guest requests to keep your guests 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 guest request again! A significant benefit of implementing this solution. Your guests 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 ultimate goal is ensuring your guests 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 guests 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 managed. Would you agree?

Straightforward, yours and everyone’s peace of mind 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 guest 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. Suite Requests
  5. Taxi Requests
  6. 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 guests, which leads to more business and money for your property.

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

Implement a request tracking solution immediately, execute what we’ve outlined in this article, and watch as everyone achieves peace of mind.

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 guests – a lot easier.

Ready for Proactive Operations?

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