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Customer service ni tricky.
The reality is that whilst offering a service, the receiver does not know what you’re going through or who you are in a deeper sense. The expectation from you is the fantastic product/service that has been advertised.
The reality is that whilst offering a service, the receiver does not know what you’re going through or who you are in a deeper sense. The expectation from you is the fantastic product/service that has been advertised.
I’m in the hospitality industry and I have too many examples. One that stands out the most to me was my first major experience. I was an intern at the front office, it was my first week at the front desk. I happened to check in the annual mystery auditor. It was a flopppp.
Well, as per me, I did my best with the little knowledge I had. I found out that this person was a mystery guest the next day. She had already rated the department(it was a low score). When she was informed that I was an intern, she was not phased. She did not care.
The whole department was called for a meeting with our HOD. She was fuming. I was shaking. We went through the entire CCTV footage of the guest’s arrival experience. Points were made and learning was done.
With all the lessons I have learnt, one of the most important with customer service & service delivery is, do not take criticism personally. The customer doesn’t care about you like that. Learn from all the negative reviews and celebrate your successes 
. Learn from all the negative reviews and celebrate your successes
Oh yeah, whether good or bad, reviews can be delivered and sent anywhere & however. Despite how mad you’ll get, learn how to deal with it and rise up.
