How important is the customer experience to you?
You might be thinking:
A positive customer experience is an ultimate goal at your property.
That goes without saying.
If you want to keep your property operational, and your job, you need to keep your customers coming back.
But, what happens when incidents and issues get in the way? How do you safeguard your customers from the effects of higher priority concerns?
The answer is clear.
You use request tracking software so nothing slips through the cracks.
Using this software is a nice way to enhance your customers’ experience while guaranteeing you achieve peace of mind (& Proactive Operations).
Now keep reading, because you’re going to want to understand what we’re talking about fully.
Are you ready for Proactive Operations?
Customer Needs Have No Limits and Neither Does the Value of Request Tracking Software
Request tracker software can provide you with endless value. It doesn’t matter which industry you’re in.
How are you currently keeping track of and handling customer requests?
Your customers will always need stuff.
Whatever this “stuff” might be, it’s important that you have a way to keep track of the associated requests.
It’s so you can effectively manage and respond to all of these requests and feel confident in your ability to provide a positive customer experience.
Here’s the thing:
No matter your industry, your customers might need a wheelchair, they might need a car to their hotel, a taxi to the airport, or directions to a customer service kiosk. Either way, they need stuff.
You need peace of mind.
Whatever they need, you should be able to execute exceptional customer service.
Are you ready to see how you can manage customer requests using request tracker software?
Handling Customer Requests Is a Straightforward Process
Our first order of business:
You can quickly and efficiently handle customers’ requests to keep your customer experience rating way up.
Accomplishing this can start for you today without an overcomplicated process to put in place.
Using a customer request tracking solution for your operation gives you two advantages from the get-go:
- You’ll never overlook a customer request again! Consider the value of this alone.
- Everything will be organized so mix-ups or missed requests no longer pose a problem to your ability to deliver an exceptional customer experience.
Do you really understand the importance of responding quickly to customer requests?
If so, you should already understand the significance of using an advanced solution throughout your property.
Here are four ways of managing and tracking customer requests like an expert:
- Confirmation of Customer Request
- Staff Reminders for Maximum Efficiency
- Organization of Request Types to Ensure Requests Are Properly Handled
- Use Best Practices That Result in Peace of Mind for Everyone
Confirmation of Customer Request
When a customer submits a request, immediately send them a confirmation text and then another when your request has been dispatched to staff for completion.
Your ultimate goal is to ensure your customers have peace of mind.
With that said, it’s vital that you put processes and a system in place that allows you to achieve 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.
Notify them when their requests have been received, dispatched, and completed by sending a text message to them no matter where they are.
Communicating with them throughout this process, lets your customer know that you value them.
It’s a convenience for customers, and it shows them how important the details are to you.
Staff Reminders for Maximum Efficiency
Whether your staff remembers to complete the request or not, send them a quick reminder for the request so nothing slips through the cracks.
Like we said before:
The details always matter!
With that said…
You must guarantee that nothing slips through the cracks.
How useful would your system for managing customer requests be if nothing is being managed?
Your peace of mind depends on your staff’s ability and willingness to deliver on customer requests.
Here’s the kicker:
The only way to properly deliver on your requests is to prevent your team from slipping up on their duties.
You can give your staff request details in real-time.
It gets better:
You’ll ensure that all customer requests are not only completed but according to your procedures and expectations.
Your system has the ability to automatically send reminders for each request to your staff.
How’s that for delivering exceptional customer service – with maximum efficiency?
Organization of Request Types to Ensure Requests Are Properly Handled
Categorize and manage all of your request types so you and your staff know how to locate resources and execute protocols in order to properly carry out all customer requests.
The truth is:
You can do a lot with one of these systems in place.
Regardless of your industry, you can track and manage all sorts of requests and deliver based on your specific protocols to handle.
Do you have to handle customer requests like these at your property?
- Amenity Requests
- Food and Beverage Requests
- Housekeeping Requests
- Suite Requests
- Transport Requests
- Taxi Requests
There shouldn’t be a request your staff can’t handle professionally with your system and the right processes in place.
Trust us on this.
Use Best Practices That Result in Peace of Mind for Everyone
Bring your process together with peace of mind…on your mind.
Deliver your customers’ requests using exceptional customer service practices.
How you carry out customer requests will determine whether you see customers again.
Implement this solution, do all the things we’ve defined above and watch your customers, your staff and you achieve peace of mind.
Over to You
Putting a request tracker solution in place will ensure you can keep track of customer requests so nothing slips through the cracks.
So, will you be implementing request tracker software to enhance the customer experience at your property?
Editor's note: This post was originally published in September 2015 and has been updated for comprehensiveness and freshness.