Improve the customer service

Much has been said about how we can recover from the crisis and many solutions have emerged in recent months. A good example of an initiative to not only recover, but to also help improve seasonality in the tourism sector can be found in a contest organized by the Hosteltur Community this summer, and from which an ebook with all the entries emerged.

One approach with which I’ve shared many intense discussions in recent months with friends in this sector is the quality of customer service. Specifically, the fact that, although I am in first attest to the multiple places in the Balearic Islands that offer unparalleled service and high quality, there is still much to be done in order to be known by our tourists by our excellence in service.

This week I read in an article by Rafel Amorós from the eQutel Blog, where he referenced the results of a survey conducted by the Gades Foundation, indicating that the level of satisfaction in tourists and their interest in returning to Mallorca has decreased.

An example of a destination that has established itself as a benchmark in quality offered to customers is the Riviera Maya in Mexico. I recently had the opportunity to experience it firsthand during a stay of 2 weeks and I came back eager to return. This is a short video I recorded a few minutes before going to the airport at the end of our stay, where I ask a hotel employee what he thought of quality in customer service. (The video is in Spanish!)

If we are to remain competitive in this sector, it is clear that we must be constantly improving in all areas, but particularly in the area of customer service, where we have much room for improvement. And the responsibility lies with everyone, not just those who are failing at it. Together we must learn to take better care of tourists, and share tips on how to do it.

-Franklin