期刊名称：International Journal of Innovative Research in Science, Engineering and Technology
印刷版ISSN：2347-6710
电子版ISSN：2319-8753
出版年度：2015
卷号：4
期号：3
页码：997
DOI：10.15680/IJIRSET.2015.0403119
出版社：S&S Publications
摘要：The hospitality industry is a fascinating one from a Customer Relation Management perspective, because of the quality and quantity of customer touch points. In the globe of servicing guests, many challenges are there in challenging customers, but I think in the current age of "branding" one of the biggest challenges is ensuring a consistent customer service experience. This challenge is three – pronged : first managers must be able to manage consistency in the face of interchanging slow and busy times and seasons. Seco nd, consistency needs to be ensured across job titles, roles and pay ranges. Third, the marketing message must be in tune with a plan to set guest expectations according to the season and customer tier considerations. As with any strategy, the goal is to help meet the corporate objectives, which often begin with defining the customer segments that can help move the enterprise in the right direction and then approach them with the right marketing message, via the right marketing channels. On the subject of job roles, we found that while some job roles had specific training on interacting with customers, others did not, or worse were trained in an inconsistent way. So the first order of things in this area is to establish a clear procedure for greeting, servicing and addressing guest issues across various situations. All emplo yees who come in direct co ntact with guests need to be in tune with this common standard. Set of behavior and service standards also provides clear guidelines, which can empower employees to provide special or "magical" moments to their guests.Customers who experience an emotionally intelligent interaction with a service provider are not only satisfied but ar e intensely loyal. This is because emotional intelligence skills create a connection or bond between the company and the customer.
关键词：Customer Relation; Management skills; Emotional intelligence; challenges; Services; Hospitality Industry
