Ok, last week we were talking about exploring your customer service philosophy values. If you missed it, check out the article here.
For the purpose of this blog, we’re going to assume you know your values like the back of your hand. Cool, so now we know our values, it’s time got through how we can provide value to them, especially those with specific needs.
Let’s go through some things to think about.
10 tips to knock your customers’ experience out of the park
- Provide examples of the type of specific needs that tourists will have – what are some of the diverse requests and the solutions you have come up with to ensure satisfaction.
- Identify common, specific needs against your key target markets. Consider some of the most challenging or out of the box needs– how did you find an answer? Provide detail into the steps, action and processes undertaken.
- Identify when you have worked with other regional businesses to help find a solution to specific needs you are alone could not fulfill (if relevant). How did the relationship with the other business come about and what has been the benefit to the tourist?
- Be specific about the approach you take to ensure people’s specific needs can be met or an alternative solution can be provided. Ability to think creatively.
- What communication methods do you use before arriving to be able to gain an insight into their specific needs?
- Provide examples of any relevant questions you may ask to identify specific needs at the time of booking.
- Provide examples as to how you gain feedback and insight from tourists both informally and formally.
- What type of questions are you asking to gain a real insight into what they enjoyed and also ideas for future improvement?
- Give an example when you implemented feedback from a tourist – why did you chose to respond to it, what was the scenario and how did you respond to it. What was the outcome to the business?
- What measures do you use to gain insights and feedback from your customer? Are there any relevant data and stats you can include about the process and some of the key trends?
You can explore these questions no matter what industry you’re in. All businesses rely on customers, not just tourism visitor centres. Always keep the outcome in mind. Every time you engage with a customer is an opportunity to develop the relationship. Make it a priority to know what your customers’ value.
Next up, we’re going to be discussing how to obtain and deal with customer feedback to build a more memorable experience… of the good kind.
At Kiikstart, we’re dedicated to helping people have more choice, influence and control about how they live, work and learn. If you’d like to hear more about what we do, contact us today on 0428 593 400 or firstname.lastname@example.org.