Good Image is Good Business - Mastering Professionalism in Customer Interactions

 

Yesterday, while working at a hotel I won't mention its name; I overheard a heated argument between a hotel attendant and a customer. The attendant, visibly upset, yelled, “It’s not my fault, and it’s not my problem that they took more than their portion of food!” as she waved her hands in frustration. On the other hand, the customer—a calm, composed corporate lady from a training company—managed to keep her cool, responding with quiet, self-controlled communication.

 

This customer had booked lunch for her training participants, but some attendees took more than their share, leaving others without food. The issue escalated into extra expenses for the customer.

 

𝗞𝗲𝘆 𝗧𝗮𝗸𝗲𝗮𝘄𝗮𝘆 𝗙𝗿𝗼𝗺 𝗧𝗵𝗶𝘀 𝗦𝗶𝘁𝘂𝗮𝘁𝗶𝗼𝗻: 𝗔 𝗠𝗮𝗷𝗼𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗙𝗹𝗮𝘄 – 𝗟𝗮𝗰𝗸 𝗼𝗳 𝗦𝘂𝗽𝗲𝗿𝘃𝗶𝘀𝗶𝗼𝗻

When a client books a meal that isn’t a buffet, you must ensure proper service and portion control. It’s unacceptable for attendants to let guests help themselves without oversight and then dismiss the problem with, “It’s not my fault, and it’s not my problem.” That is a prime example of poor customer service!

 

𝗧𝘄𝗼 𝗣𝗵𝗿𝗮𝘀𝗲𝘀 𝗬𝗼𝘂 𝗦𝗵𝗼𝘂𝗹𝗱 𝗡𝗲𝘃𝗲𝗿 𝗨𝘀𝗲 𝘄𝗶𝘁𝗵 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀: ❌ “It’s not my fault.” ❌ “It’s not my problem.”

 

When a service issue arises, especially one beyond your control, your first step should be to uphold your company’s image by addressing the customer’s concerns with grace. Apologize for the inconvenience caused, even if the fault doesn’t lie directly with you, and assure them that you are working on a solution. This doesn’t mean just saying, “I’m sorry.” Instead, empathize, take charge, and explore policies that can offer immediate relief. If no policy covers the situation, escalate the matter to management to seek alternative resolutions.

 

Avoid confrontations with customers at all costs; they tarnish your image and that of your company, leaving a negative impression on bystanders and ultimately harming the business’s reputation and bottom line.

 

𝗥𝗲𝗺𝗲𝗺𝗯𝗲𝗿: 𝗚𝗼𝗼𝗱 𝗜𝗺𝗮𝗴𝗲 𝗶𝘀 𝗚𝗼𝗼𝗱 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀. Keep this in mind during every customer interaction, and let your professional demeanour shine through!

Wishing you continued success in your professional and personal life.

 

Warm Regards,

𝗗𝗮𝗺𝗶𝗹𝗼𝗹𝗮 𝗢𝗴𝘂𝗻𝗿𝗲𝗺𝗶

𝗘𝘁𝗶𝗾𝘂𝗲𝘁𝘁𝗲 𝗘𝘅𝗽𝗲𝗿𝘁 𝗮𝗻𝗱 𝗜𝗺𝗮𝗴𝗲 𝗖𝗼𝗻𝘀𝘂𝗹𝘁𝗮𝗻𝘁