In a post-pandemic world, the concept of customer service has changed significantly with brands embracing empathy and human connection. This can be as simple as asking how customers are doing or even as complex as slowing down complicated interactions to walk customers through step-by-step instructions. The sole objective of brands is to make customers feel a part of the family. This is to retain loyalty.
Chander K Baljee, Chairman and Managing Director, Royal Orchid Hotels & Regenta Hotels says, “At Royal Orchid and Regenta Hotels, we believe in making customers feel valued which is the heart of our customer experience. Empathy has always been a key skill for customer service, but it has become even more essential during uncharted moments. Customers are most loyal to businesses that have demonstrated empathy during the pandemic. It is no longer just about problem-solving for a better customer experience but building on enhancing relationships and retaining customer loyalty.”
He further adds “Our customer service success is also evident in other areas such as care for hygiene and cleanliness, be it post or even pre-pandemic times. Adaptability is another key strength. In our view focusing on the key aspects below helps us better our customer service experience in a post-pandemic world”.
- Focus on customer care
- Promote health and safety measures
- Interact and understand customers
- Forecast for the future
- Focus on flexibility
According to Ashish Santhalia, CEO and Co-founder Convin, “The pandemic has definitely altered a few things for businesses and customers. Customer purchase decision-making is one of them. Customers expect a high quality of service at every interaction stage, especially in the case of the hospitality industry. And one such key interaction stage is the first call made by the customer. The process of making a buying decision starts on the first call. Convin has made another significant observation. Relaxation on travel restrictions surged the number of people booking trips and vacations. The competition between hotels and agencies to attract the masses and improve booking numbers increased, compensating for the lockdown losses. Consequently, travel agents are swamped with customer calls. Businesses in the hospitality industry need to ensure each conversation quality is impeccable. This interaction is a representative of the brand and has a long-term impact on the customer’s perception.”
“At Convin, we identified the performance gap and assisted agents in understanding how interactions affect the end-users (customers) and how they can improve– to beat the competition, increase bookings, & gain positive word of mouth. Our scalable call center solutions are targeted at fast-tracking call monitoring and agent coaching to improve conversation quality and explicitly handle simple to complex customer queries. Archaic manual agent coaching techniques like call shadowing are time-consuming, end up costing the company, and lastly, unfeasible with the hybrid working model. In accordance with changing buying trends, Convin encourages the reapplication of call best practices that have given high success rates in previous customer interactions. Convin solutions tackle several post-pandemic challenges by automating the call monitoring to the agent coaching process. With automation, we are able to meet the speed and agility of today’s consumers without compromising on customer experience.”
“Vileda Professional a part of Freudenberg Home and Cleaning Solutions, Weinheim – Germany. The company manufactures innovative professional cleaning tools for various application areas such Hotels, HoReCa, Schools, Corporates, Healthcare, and Enterprises
Vileda Professional offers innovative hotel cleaning solutions to significantly improve the cleanliness of all accommodations:
- We offer robust and durable cleaning systems
- You can rely on highly perceivable cleaning results
- Our microfiber products comply with highest hygiene standards
- All our products are easy to use and fulfil high ergonomic standards
- We train your staff in user friendly and highly efficient cleaning methods
- We offer a sustainable hotel cleaning concept that decreases chemical and overall water consumption
“By increasing the cleanliness and overall hygiene of your hotel accommodations you can increase your room occupancy rate, while reinforcing guest loyalty. Vileda Professional promise to help you raise cleaning efficiency and effectiveness to achieve that exact goal.”
“Besides ensuring a safe working environment for housekeepers, we work hard to make our hotel cleaning solutions as sustainable as possible. We support the environmentally friendly production of our sustainable cleaning products”, says CRG Prasad, India Sales Director of Vileda Professional.
