delivering the wow!

Resolving Guest Complaints

Delivering the WOW!Tourism Vancouver IslandMarch 2014FactorNounthe quality something has of being very impressive or surprising to people

2 QuestionsWhat is your greatest customer service challenge in your workplace?

What do you hope to gain from today?

New Normal

Flat is the new UP!Lead Times = Customer Service ConcernsOne Shot to ConnectTechnology is here to Stay!Online Booking EnginesSocial MediaResponse Time Expectation

4Tug of War?

Our Destination Team!

Customer ExpectationsSeinfeld

7Memorable Tourism ExperienceA tourism experience positively remembered and recalled after the event has occurred.

8Role of Corporate CultureWestJetDisney

Guest focusedCLEAR values which are communicated to employees (3 or 4)Respect for staff and delivery of the experienceInternal Guest is just as important as the external guest

9Internal Customer

Treat your co-workers the way you want to be treatedWith respectEngage in difficult discussions, openly, honestly and tactfullyInter-department battlesEmail EtiquetteBlind FaithWill treat customers the way mangers do

10Corporate Culture

What we say in our ads is true: "Owners Care." Sure, it's our aircrafts that fly you places, but it's really our people who get you there. In fact, our entire corporate culture has been built around caring for you, our guests, by providing a great guest experience. WestJet

WestJet ValuesCommitment to safetyPositive and passionate in everything we doAppreciative of our People and GuestsFun, friendly and caringAlign the interests of WestJetters with the interests of the companyHonest, open and keep our commitments

11Corporate Culture

PEOPLE First

Stand behind their team alignment with their brand.

12Corporate CultureDisney understands it cant disappoint a guest, even once; if it does, the guest may never return. Its this understanding that defines Disney as guest-driven.Johnson 2007

Disney is about Connections.

Disney recognizes employees must have the correct tools to do their jobs effectively, allowing cast members to then have time to create personal connections with their guests. 13Corporate CultureSafetyCourtesyShowEfficiency

14Corporate Cultures Collide

Mickey Ears CookiesDisney ears on staffCommitment to their guests and their teamLeverage each others brands15Operator ExpectationsWhat should your guests expect from you?

WestJet

Amplification of brand Social Media CRAZE- 35m + views?

16Deliver the Unexpected

Customer surprise = what customer gets to perceive what the customer expects to getKeep your customers guessing deliver a consistent experiencePROACTIVE17

Customer surprise = what customer gets to perceive what the customer expects to getKeep your customers guessing deliver a consistent experiencePROACTIVE18Cultural Considerations

Determine NeedsAsk the QuestionListen for the WOWSay YES!

Ask LOTS of questions dont assumeListen for the WOW!Find the emotional connectionWhat is different about your product/ service?People buy a feelingFollow up/ Thank you without a purchaseDo the unexpected!SAY YES!Practice what you Preach Eco Friendly, Employee OrientedTurn want into a MUST haveGive more than expectedAsk for Feedback and LISTEN for the next WOW!

20Shut Up & Listen

21Cookie Cutter Response?

WOW the ComplaintActively Listen Apologize own it!Fix It Say Thank You!Follow Up

Most Customers just want to be heard or prevent the situation from happening to someone else.

Customers#1 Marketing tool! WOM sellsWOW Talk

People Talk! (and post!)People are Talking about You! (and your business)

24EVERY interaction can be reviewed?

Every interaction can be reviewed!

81% of travelers said reviews were important when deciding which hotel to stay at (Forrester Research 2011)

75% of travelers said their holiday was better because they used reviews to make sure they picked the best place for them (Forrester Research 2011)

83% usually or always consult Trip Advisor before booking a hotel (Phocuswright)

We all have Baggage!

Recognize yours and move forward27Perception = Reality

Perception is RealityIt doesnt matter whether you are right or wrong it just matters what the customer thinks.28The Fix by NumbersComplaining customersOnly 4% shareThe other 96% quietly go away, 91% never to return!1 complaint = 26 silently unhappy customers68% due to attitude 70% will return if you fix it!95% will return if you resolve it immediately.Seize the opportunity!Put yourself in the Customers Shoes

who have the audacity to complain, ruining MY day.

29What is YOUR WOW?

30TipsBe Authentic - sell yourself not your businessSMILE Ask the Question! Dont assume.Existing Customers are your greatest strengthEmpower your team!Treat others the way you want to be treatedEncourage ComplaintsSay thank you!Manage your online reputation or someone else will manage it for you!

Questions?Jenn Houtby-Ferguson, CMP CMMEmail: [email protected]: @JennHoutby32