Revenue Managers and Marketing Directors understandably are keenly focused on the top-line impacts of revenue decisions - including pricing. Owners and most General Managers are more attentive to figures further down the P&L statement including Gross Operating Profit (GOP) and Net Operating Income (NOI), since performance at this level is most often directly tied to the value of their hospitality asset.
Fortunately, a simple pricing formula has been created that will help clarify the risks associated with a given pricing decision on GOP - before that pricing decision is implemented. While tolerance for risk varies from one individual to the next and from one corporate culture to the next, at least all parties involved may now have a common starting point from which smart pricing decisions can be made.
Customers might get angry for a variety of reasons, some justified, some not. Whether they confront you face-to-face, over the phone or in Live Chat, you are likely to encounter frustration, aggressiveness, irritation and very little patience. Handling such customers is one of the most difficult, stressful and challenging parts of the customer service job.
While unhappy customers tend to spread their negative experiences through word-of-mouth, online customer reviews and comments in social media channels, it can really hurt your brand’s reputation and even lead to revenue loss. On the other hand, the right response to a customer complaint can actually turn those unsatisfied customers into your loyal fans.
Check our Infographic with 10 simple tips on how to handle angry and rude customers effectively and 10 great quotes to remember when dealing with them. Have something to add? Feel free to share your thoughts in the comments.
With the invention of email, the world of convenience has moved to a new level. The cost involved with many types of mailings has also decreased and, in general, our ability to save time and speed-up decision making all has led to a more effective work environment. While emails have dramatically reduced the proverbial game of “telephone tag”, emails now have replaced some of the personal contacts associated with the call or an individual visit.
There are many different opinions that surround what is considered to be proper e-mail etiquette; however, there are certain basic pointers that can be given to enhance its’ effectiveness. The following suggestions fall under that category.