Standard terms for hotel return visits?

Greetings to customers on holidays such as New Year's Day, Spring Festival, Tomb-Sweeping Day, May Day, Dragon Boat Festival, Mid-Autumn Festival, National Day, or on customer birthdays and major festivals of the customer company.

Understand customers’ opinions on hotel products and the time and feelings of their latest purchase.

Understand whether customers have new needs in the near future in order to discover new sales opportunities.

Promote and introduce new products to customers and create resales.

Tips for telephone return visits

Choose a good beginning to impress the guests with the first impression. Before picking up the microphone, you should adjust your emotions in advance as if you were on stage. Make sure the phone number is accurate. Dialing the wrong number will directly affect your mood next time. Review the content that needs to be interviewed again to ensure that the sentences and content are smooth and coherent, and they must be accurate. When addressing guests appropriately, the emotions conveyed to them should be full of enthusiasm and concern. It is necessary to choose the return visit time in a targeted manner to avoid times when customers are resting and business is busy.

Pay attention to the sound quality of your speech. The voice strives to be clear and beautiful, pleasant to the ear, and gives customers a pleasing feeling so that they can listen happily. To achieve clear speech, cold and unclear voices often make customers lose their patience. Keep distance between mouth and microphone. Generally, 10 centimeters is appropriate. For those who speak softly, it can be less than 10 centimeters. Otherwise, it should be greater than 10 centimeters. People who are used to speaking loudly should consciously lower their volume. People who are accustomed to speaking in a low voice should not force themselves to speak loudly. They should try to get closer to the microphone and avoid talking to the other party as if they are shouting. Likewise, don't speak in a particularly low voice on the phone unless you're talking about something confidential.

Speak as slowly as possible and in a gentle tone. Pay attention to your tone and rhythm. Without a rhythm, customers will feel cold.

Learn to listen, listen more and speak less, let customers speak more, respond to customers promptly and enthusiastically, and let customers feel that you are listening attentively.

Pay attention to the simplicity of the language and do not take up too much of the customer's time to avoid arousing resentment.

If you are absent, you should ask your family members and maintain the same respect and courtesy.

Be sure to have a blessing at the end, such as wishing you a happy holiday, etc.

Record the contents of return visits in a timely manner and summarize and improve them.

Coping with common situations

“Hardcore” customers. Customers who have a positive attitude towards the hotel's dishes and services, often spend money in the hotel and actively promote it to the people around them. This group of people should increase the communication of the hotel's new products and event information on the basis of polite greetings and expressions of gratitude. Boost sales. "Migratory bird" customers. Have a certain spending power, but do not spend money in a fixed hotel. When communicating with such customers, we should focus on making the guests feel that the hotel values ??them, impress them with true feelings, increase their consumption intentions, and make them become loyal customers of the hotel.

"Durian" customer. Customers who do not agree with hotel products due to various reasons but have great consumption potential. This type of customer group should be given more attention. Because negative information often has a greater negative impact on the hotel's reputation. Rejection is the beginning of acceptance. As long as you patiently find out the reasons and prescribe the right medicine, so that customers can feel that the hotel pays enough attention to their opinions and has been working hard to make services and products more perfect, most customers will change their attitude and may even change their attitude. Become a loyal hotel customer.