Sometimes a great deal of dissatisfaction, and even hostility, on the part of clerks, cashiers, receptionists and others who serve on the frontlines of business, caused by the way they are treated by certain guests.
One of the goals of this text is give people the information they need to build better business relationships and be more successful in their careers through their professional behavior. That leads to the question of how to maintain your professionalism while dealing with difficult people.
You cannot control someone else’s behavior, but you can control your own and you can influence that of others. In the face of difficulty this means not letting your emotions affect what you say and do. Just because the guest. is rude is no excuse to return the favor.
Remaining cool under fire is not difficult if you prepare for it and if you realize that your customer service reputation is on the line. So how can you keep your cool?
Hear the guest. out. If you pay attention to what you are hearing, you may discover what the real problem is and be able to fix it. Most of the time, we are thinking so hard about what we are going to say next that we never hear what the other person is saying.
Listening has another benefit. If you let people talk without interruption, they will hear themselves and realize how they sound. Most will apologize and become cooperative.
Empathize with the other person. When you say that you understand why the customer is upset, you are no longer adversaries. You have basically joined forces with the customer in the situation when you see his point of view.
Apologize for whatever has angered your customer. This is a hard step. It is especially difficult if you didn’t create the problem, but a sincere “I’m sorry” can turn a situation around 180 degrees.
Accept responsibility for what happened and tell the customer what you are going to do to help. A good faith offer to make things right will go a long way in winning over that upset person.
Jumping into the fray with angry people only makes things worse. You both lose. When you take the high road and remain calm, you win. So does the customer.
Emotional Intelligence in the Experiential Hospitality.
The Experiential Hospitality is becoming more and more one of the tools which mostly influence the differentiation and positioning of hotels in the international market.
The number of tourists traveling in search of experiences that make them live emotional, unique and unforgettable moments is growing every day.
This is a trend that leads to an increase in the number of hotels focused in producing holistic positive experiences in their customers, as the management starts to realize that the application of this kind of knowledge makes a strong impact on the loyalty more sought in a guest: the emotional one.
In this kind of Hospitality the guest vision suffers a rearrangement due to the need to see him primarily as an emotional and not only rational human being, which allows us to decipher his emotional needs, however, this deciphering only takes place if links and emotional relations are established between the host and the experience makers so that the Human Resources goes through a new reordering also in their role within the company.
The use of Emotional Intelligence by experience makers, seen like the capacity to manage his own emotions and hence the ability to recognize the others’ emotions, to know what they want and need and basically to develop skills essential to establish social relations and personal ties, will provide to the service a new added value which will be expressed in terms of Emotional Quality, i.e. the guest feels that he is emotionally understood and satisfied.
In the Experiential Hospitality is just not enough to have Human Resources with a high level of technical expertise, but also a high level of emotional expertise, which is mainly the ability to incorporate the emotional intelligence into the offered service. Human Resources lacking emotional expertise will render services perceived as emotionally empty, which will be felt as the famous and always feared “perception of cold services”. Higher levels of Human Resources? emotional expertise will provide higher levels of Emotional Quality to the services rendered.
Nowadays, the Experiential Hospitality is avidly seeking hoteliers able to develop and use the emotional intelligence in the services, permanently asking themselves: What am I doing to make emotional contact with the guest who I am attending now? That is why the job of all centers training personnel for the Hotelier Industry is to focus on the development of the skills mentioned above. On the other hand, the selection of the Hotel Human Resources should be based not only on the level of technical expertise but also the emotional one, that is to say, the ability of generating empathic links with the attended guest.
In short, we can say that in the Hotel Business Experience the managing of people intensifies. We are emotional human beings serving and attending other emotional human beings, thus establishing emotional bonds between the person who is receiving the service and the provider of the service and a synergy of influences which will mould the degree of bonding and relations that can be achieved as well as the behavior.
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