National Extension Tourism (NET): 2021 Conf. Proceedings

business. This will give the business a chance to assess how well a candidate exhibits behaviors connected with values. This will also allow the perspective employee to assess if the business is some where they would like to work. The interview should be conducted to allow both parties to get to know the other. Ideally, when hiring employees, the business should hire people that display the desired behaviors with the desired skills, however this is not always possible. It is important the business gets the best fit. Much of the time a better fit for the business may be a candidate that exhibits the desired organizational behaviors but maybe lacking in some technical skills. However, organizational behaviors are more difficult to assess. Employees are the front line, interacting with customers every day, and impacting all aspects of customer service. One recent study showed that 96% of customers are somewhat willing to extremely wiling to switch for a better customer service experience (Hyken 2020). This data highlights the necessity for proper training in the area of customer service. Moreover, this need is for employees to be trained with specific expectations based on the businesses core values and be empowered to take quick action in customer service situations. Employees who are not trained will improvise. This may lead to them either not acting at all or acting in an incorrect manner. Neither option will not help the situation. All customer service interactions need to be intentional and in line with business values. If an employee is well trained, they will know what the business expects of them and what they can and cannot do to help remedy the situation. This puts pressure on the managers of the business to not only train employees in consistent procedures but to also constructively coach in a manner that encourages the employee to keep trying, even if they make a mistake. Most employees want to help the business. It is a manager’s job to train them a nd let them shine.

3. Recover

Things will go wrong. It happens in every business. This is why every business must have a plan for potential customer service failures. Recovering is defined as fixing the problem. Recovering is not waiting until after the customer service failure to learn from it. When a customer service issue is handled well it can lead to an increase in customer loyalty and satisfaction. This customer loyalty is key to building long term relationships, making it easier for customers to forgive the occasional customer service failure (Hess, et. al, 2003). The key to keeping customer loyalty and satisfaction high is to train employees and empower them to address the issue directly and try to resolve the issue as quickly as possible. Employees need to have the freedom to act and to solve customer problems.

2021 NET Conference Proceedings


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