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How has the hospitality industry changed over the past 20 years as a result of technology?
Wiki User
∙ 11y ago
The customer service industry over the past twenty years has improved from an automated standpoint, applications are now designed to assist organizations handle call centers and customer service needs. The disadvantages are significant with this: Many organizations have jumped on the proverbial band wagon and Globalized. What significance does this have?
Companies that have moved operations abroad have streamlined their operations significantly, lowered their costs in operations and staff. With this they have as well hired staff that require lower pay, little customer service knowledge, cultural diversities, and different languages. While all of these factors are a good thing, there are downsides...much of the staff hired in these countries have inherent diversities that come with them.
Language barriers is one, frustration mounts when neither parties can communicate, this implies no issue can be resolved due to such barriers. Other countries harbor a hatred for the US and the individuals which reside here, this is not too say all carry this stigma but at times it is tough to understand these ulterior motives. Eventually these issues can take a toll on the consumer and the company will ultimately suffer and lose their clientele.
While CRM technology enables us to micromanage our call centers, technical support, and customer service areas we need to remember...The customer on the other end of the line cannot see you, your tone, demeanor, courtesy, and patience are all virtues. Whether the agency is in Another Country or here... the customer still signs your pay check so be nice!
Smiles and courtesy are free commodities... and as a manager in the customer service industry for over twenty years humanity goes a lot further than being a jerk on the other end. Kill them with kindness even if you are having a bad day! We are in the business to please and win their trust not behave like jerks. Remember the term "I am not your first or last customer I am your next! Meaning treat them all equally...with kindness.
Wiki User
∙ 11y ago
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