Encore Repair Services’ Post

Expectation, Need and Preference In the hospitality industry, where customer experience is paramount, meeting and exceeding customer expectations, needs and preferences is crucial for success. By understanding and addressing the unique expectations, needs, and preferences of hospitality customers, companies can create a memorable and loyalty-building customer experience, setting them apart from their competitors. Expectations: • Hospitality customers expect a warm, personalized, and attentive service experience. • They expect the hotel, resort, or restaurant to anticipate their needs and provide seamless, hassle-free service. • Customers expect the facilities, amenities, and overall ambiance to be of high quality and well-maintained. • They expect the staff to be knowledgeable, friendly, and responsive to their requests. Needs: • Hospitality customers need to feel valued, comfortable, and pampered during their stay or dining experience. • They need prompt and efficient problem-resolution, whether it's addressing a maintenance issue or accommodating a special request. • Customers need a consistent level of service and quality across all touchpoints, from the initial booking process to the checkout. • They need the hospitality staff to be attentive, empathetic, and able to tailor the service to their individual preferences. Preferences: • Hospitality customers prefer companies that offer a wide range of amenities, services, and personalized experiences. • They prefer hospitality providers that leverage technology to enhance the customer experience, such as mobile check-in/checkout, in-room controls, and personalized recommendations. • Customers prefer hospitality companies that go above and beyond to create memorable experiences, such as unique dining options, curated local activities, and thoughtful surprises. • They prefer hospitality providers that actively solicit and respond to customer feedback to continuously improve their offerings. https://lnkd.in/eMXmeAKt

Are you a Customer Service Manager or Leader? Grab a seat; I have a secret to share! Growing up, my sister was a huge fan of Nigerian movies. She would binge-watch for hours and narrate the stories at every opportunity, even mimicking the behaviors she saw on screen. Before long, we were all picking up words like "Chineke," and "Abeg," even though we weren’t actively watching the movies with her! Here’s where I’m going with this during Customer Service Week: If you're a Customer Service Manager or Call Center Supervisor hoping to instill good practices in your team, here’s the secret: MODEL the behavior you want to see in your team. Have you ever spent time with someone who frequently uses curse words? After just a month, you might find yourself picking up similar language. You get my drift. I once worked under a customer service supervisor who radiated positivity. She treated every customer like family, answering calls with enthusiasm and a smile. She remembered important details about customers' lives and made it a point to ask about them. Additionally, she closely followed up on their requests, ensuring she called back to guarantee their satisfaction. The impact? The team began to adopt her approach. They started listening more intently and engaging more deeply with customers and our customer satisfaction scores went up. Today, think about how you can model behavior to your team. It can transform the entire culture of your team to go Above and Beyond!  #CustomerService Week #Leadership #ModelingBehavior #TeamCulture

Have you ever been in this position as a leader? How about the staff who work in the #retail #hospitality #callcenter and #restaurant sectors? When someone asks to speak to the manager, we often assume the worst… what did we do wrong? It’s true that sometimes our customers are not happy, and they want to make sure their concerns are addressed by the right person. It’s not that the staff member who handled them is not capable, but there is this “unspoken” assumption that the manager is the one who can fix things… ❌ A customer who is dissatisfied with a product or service ❌ The customer who wants to vent and demand a refund ❌ When a staff member cannot satisfy a customer’s question or issue ❌ Unfortunately, but it happens the customer who just wants to be nasty or unreasonable. As leaders, if we shy away from these calls or pass them on to other junior leaders, we might miss the chance to appreciate a customer for bringing a genuine problem to our notice. Maybe there is something wrong with our billing system, or the quality of a material from a new supplier is poor, or a field service technician is doing a bad job. By turning away, we also miss the chance to hear the “good news” that our customers have for us. ✅ Your product is awesome; it changed my life and here is my testimonial! ✅ You should give Susan a raise; she is such an outstanding customer service provider. ✅ Tom, your field technician, is amazing. He is the first one who ever arrived on time, and he is so friendly. As leaders we need to be support our front-line staff, hear our customers’ feedback, whether it is negative or positive and provide understanding. After all, we are serving a customer, not a life sentence!

How to improve your products' reliability, durability and performance? There's a fix that works wonders: hire and trust an expert to improve your operations from day 1! That's exactly what we did when we welcomed our amazing Lyndsey to our expert team. As a Quality Manager, Lindsay will help us with: → Understand customer needs and market requirements to create winning quality control processes → Implementing previously tested best practices, Quality Controls and Quality Assurance methods → Continuous improvement to always provide our customers with the best quality products! Hitting the ground running, she smashed her first few weeks with the biggest smile on her face, and we couldn't be more proud! Say "hi!" to Lindsay below, and tap the follow button at the top of this post to stay updated with our business news! #ukmanufacturing #commoditytrading #canning #bottling #flavours #contract #sales #commodity #colours #meettheteam #qualitymanager #quality #production #process #highquality #manager #hr

One phrase that describes our mission perfectly "Customer service is not a department, it's the entire company." From our front desk order entry team, to the logistics coordinators in our warehouse, each Bertram employee is dedicated to giving our customers the best possible experience. #FoodService #Distribution #Warehousing

Throughout my career, I’ve gained a deep understanding of quality management, ensuring that processes and products meet the highest standards. Quality is essential—it drives excellence and customer satisfaction. However, as I’ve continued to grow in my role, I’ve come to realize that safety is just as critical, if not more so. Safety isn’t just a box to tick; it’s a fundamental aspect of our daily lives. It’s about protecting ourselves, our colleagues, and our environment. While quality ensures that we do things right, safety ensures that we do them without harm. I’m committed to expanding my safety skills because I believe that true excellence comes from balancing both quality and safety. It’s not enough to produce great results; we must do so in a way that safeguards everyone involved. As I continue to develop my safety knowledge, I’m focused on creating an environment where both quality and safety are prioritized equally. After all, a truly successful organization is one where every team member can perform their best work in a safe and supportive environment. Let’s work together to make safety as integral to our operations as quality has always been. #QualityAndSafety #Pladis #ContinuousImprovement #SafetySkills #WorkplaceExcellence #LifelongLearning

#Quality assurance for 5-20 years # We are a factory # Factory price # First price #Quality assurance for 5-20 years # We are a factory # Factory price # First price

Ensuring quality in the electronics industry presents a complex challenge for quality management professionals because of strict compliance regulations, the potential for costly product recalls and changing customer demands. Learn best practices for implementing an effective quality management process focused on continuous improvement and risk mitigation.

Shoutout to All Commercial and Industrial Operators! I don’t just aim to be the best—I am the best. Here’s why: Hands-On Approach: From the moment an order is placed, I’m directly involved with the manufacturer. No middlemen, no delays. Quality Control: I’m on the production floor, ensuring every detail meets our high standards. Perfection is the only option. Needs Assessment: Every customer and every build is unique. I make sure we get it right, every single time. Team Collaboration: I work side-by-side with my team during installations to ensure everything is perfect. We don’t just meet expectations; we exceed them. Customer Satisfaction: My job isn’t done until my client is completely satisfied, and I charge accordingly for the quality we deliver. Now, I want to hear from YOU! What makes YOU the best in your field? Let’s celebrate the dedication and hard work that drives our industry forward. Share your story in the comments below! Let's spread this message and see who's got the goods on LinkedIn 😉 #Innovation #QualityControl #CustomerSatisfaction #TeamWork #IndustrialExcellence #BusinessLeadership

Quality in product and service