How can you measure customer service success during peak hours?

Without goals and and tactics in place, your team may go willy nilly and operate by the seat of their pants, with little direction. Once your vision for standards criteria is in place, share, teach and execute...lead by example. Don't simply parrot a list of your expectations but engage with your team...ask them to articulate brand mission and values, in their own words. Now you have an opportunity in real time to show them what one action elicits from guests vs another action (less desireble). Checking in or check out. Little personality and no eye contact = miserable guests. A smile, empathy for wait time and eye contact makes all the difference in the world, for example.

A good % of guests are uncomfortale complaining unless enraged by something not right during their stay. Expect unhappy guests to be verbose or some wait 'til return then they will slam your company publically on social media. NOT GOOD. EMOTIONAL INTELLIGENCE = an effective TEAM. Thus, you cannot always believe in surveys and questionaires. It's obvious when guests are annoyed...train your team to recognize sublties, body language, expressions. This is their cue to take action. This is not rocket science, it's intuition. Train your team to pick up on subtle indicators...something a machine cannot do. Human interraction...the answers you seek are right before you-guest engagement is your solution. Emotional intelligence rules.

Managing the rush while maintaining exceptional service is indeed a delicate dance. One metric that has been a game-changer for me is Response Time Efficiency (RTE). During peak hours, every minute counts. Keeping an eye on how quickly customer queries are addressed not only reflects responsiveness but also directly impacts customer satisfaction. It's like the heartbeat of your customer service operation! Another valuable approach is to dive into the data with Customer Feedback Analytics. What are customers saying during peak times? And then there's the power of First Contact Resolution (FCR). Swiftly resolving issues on the first interaction is a key indicator of efficiency. Last but not least, in the age of technology is the CRM.

This is a major piece of the pie often overlooked. If you prioritize your feedback and truly analyze what your customers are saying about you and take ACTION towards improving the negative, you’re going to ultimately improve and success. It simply comes down to taking the time to collect, study and create a reasonable action plan for the appropriate department and structure.

When it comes to feedback, always remember that open communication with your guests is essential! ?? Encourage them to share their thoughts and experiences, whether positive or negative. This proactive approach not only helps in identifying areas for improvement, but also, strengthens the relationship between your business and its customers.

?Best way to measure ?? is...what are your scores when it's off-peak (slow)? ?Great operators have said its the: nps, gss, survey scores when I'm slow thay concerns me... ?"If your systems don't deliver beyond expectations now what makes you think you will when it's #busy

Employ AI. At any given time - peak or no peak hours, data gathering to calculate or capture performance should be performed automatically.