How many people are on your team?
Is there a big difference in your staff to customer ratio?
If it’s around 15:1, you’re probably struggling to keep up with everything occurring on your property.
Agree?
You’ve got incident calls coming into your operations center – one after another.
Now, that’s only your incidents.
Eight to 10 customer requests are coming in between each incident call.
Multiple food and beverage requests are causing a bottleneck in your operations right now.
Wheelchair requests are coming in too.
Being this busy is good, except when you can’t handle the demand.
Your team is challenged with mitigating the high frequency of incidents occurring.
But you already know this.
Your team is also struggling to handle customer requests.
The calls are so backed up people are complaining.
And that’s where things get ugly.
Some of your customers are even leaving – angry and frustrated.
There’s no differentiation between communication for incidents or customer requests.
Your operation can’t go on like this anymore.
Agree?
Incident calls are taking priority, and so wheelchairs aren’t making it to your customers.
Routing all calls through one individual is creating is leading to more problems.
It’s becoming a snowball effect, and your operation is spiraling.
Your operation is breaking down when it should be moving proactively.
This shortfall leaves you feeling helpless.
How do you handle this, now?
What do you do to ensure you keep your poise and your team optimistic, even though you’re running behind the eight ball?
Thankfully, this scenario is not real – in this article.
But could you come back from this?
Keep reading; we’re going to show you how to stay ahead of it using request tracking software.
CUSTOMER EXPERIENCE STARTS WITH PRIORITIZATION
Are you managing and responding to various incidents while simultaneously trying to maintain your other operations?
- Assault
- Theft
- Anaphylactic shock
- Wet spill
Properties like yours require staff to handle incidents and to answer the many customer requests ranging from wheelchair to food service requests.
Efficiently responding to them can become problematic, especially when they’re coming in through radio traffic, in person, or customers are calling them into the operations center directly.
Request calls get mixed in with high-priority incidents.
That’s dangerous.
This drawback results in many overlooked requests.
Does this happen in your operation?
Your customers then perceive a low customer service standard.
You want to do the opposite.
What happens then?
You got it.
They don’t come back!
- Requests are overlooked
- Needs aren’t being met
They’re sent but never dispatched to appropriate teams.
You must deliver a memorable, safe experience for your customers.
But, are you?
The experience you deliver will either motivate them to return or never come back.
You need to do everything to ensure the experience you deliver motivates your customers to return.
We know that’s a high priority goal for professionals like you.
The good news is that boosting your operation with increased staff efficiency will enhance the customer experience at your property.
We’ve got the perfect solution for that.
YOUR PERFECT SOLUTION
Request tracking software exists to help you eliminate the problem of overlooked customer requests.
Managers need a user-friendly process to ensure their staff can dispatch and respond to customer needs efficiently.
It’s vital to make customer requests a priority while not diminishing your incident management.
Incidents and requests are found in all industries and are many times managed similarly.
Solution providers have modeled a system you can easily use to separate the two processes.
Regardless of your operation, you can attend to either incident or request calls as any proactive operation would.
You can organize all aspects of your customer services operation, and you can do all this for your specific needs.
The perfect solution allows a customer request to be submitted in three ways:
- This way is the most efficient. Enter request details is via a short form that can be pushed into a queue within seconds. Your staff can then return to the details later and complete additional information if necessary. Effortlessly input the required data and reduce the time it takes to deliver enhanced customer service.
- Enter comprehensive customer service request information using an extended form option provided in the more advanced solutions you’ll find. When, what, where, who it’s assigned to, who is reporting, comments and notes and documents can be added to your long forms. This ability will provide you with historical records for future analysis.
- Use an incident management mobile app to submit a customer request via your hand-held mobile device from anywhere on your property. This method works like it would for an incident – but a customer request.
ENHANCE CUSTOMER EXPERIENCE PROACTIVELY
All the features of the perfect solution give you the functionality to be proactive every day.
Inefficient processes and overlooking the needs of your customers can stay in the past.
We’d bet you agree with that.
Outdated methods are no more when you use these solutions.
Your problems with customer expectations are resolved.
Operational efficiency and customer satisfaction are the rewarding effects.
You can track and communicate requests using a separate solution rather than overwhelming your incident management system with non-incident related information.
This ability ensures your property’s requests are not overlooked.
- Confirmation that a request was received, dispatched, and completed can be sent to requesting customers via text message, leading to memorable customer experiences.
- Request reminders can also be sent via text and email to your staff — that way they have a record of when the request was needed and when it was performed.
An increase in customer satisfaction and efficient staff allocation is the return on investment you’ll see immediately.
Accountability and awareness are present.
Your staff is empowered with need-to-know information.
That means the tasks they’re responsible for getting done.
CONTINUE TO ENHANCE THROUGH ANALYSIS
If you know us well, you know we’re advocates of data analysis and measuring your operation for continuous improvement.
It’s a critical aspect of Proactive Operations.
Make sure the reporting features allow you to generate comprehensive reports so you can review all critical statistics when choosing a system for your operation.
Analyzing these reports should be simple and give you the ability to see data on an array of charts.
You being strategic means taking advantage of your comprehensive reports for tracking, managing, and analysis.
- Measure the performance of your operation
- Scrutinize your processes and performance to see what’s working and what’s not
- Detect and identify issues with response times
Analytics help you make better decisions to enhance your customer experience.
OVER TO YOU
There’s a difference between your high priority incidents and customer request. But many property operations continue to look at these as synonymous.
That’s dangerous because it affects your ability to enhance customer experience. High priority incidents will always push customer requests farther down the list, and that could lead to your revenue declining too.
That’s why you need request tracking software to separate these two important areas of your operation. It’s the perfect solution – and it’s going to help you deliver proactive customer service.
Editor's note: This post was originally published in April 2019 and has been updated for comprehensiveness and freshness.
