The Value of a Friendly Staff

4X4Dodger wrote:
Note to Moderator: this post is NOT the same as my previous one in V 2.0

I dont know why this post was closed and then the V 2.0 I started was closed and then this one re-opened. It seemed to me it was just actually getting to the heart of the topic. I also dont think this post was "too personal" Considering WRVPO's choice of handle and his often provocative customer service views.

WRVPO has his view and his view of things went right to the heart of the matter under discussion. His business philosophy was what was in question. Not him personally.

And this is a topic of great interest to so many as we all use these parks at one time or another. I think it is also good for WRVPO to hear what his potential customer base thinks. Whether he heeds that or not is up to him.

But as a representative of the RV Park side of things on this forum and by choosing his "handle" as "Western RV Park Owner" he has really set himself up for spirited discussions and should expect some flack now and then. If he didnt want this he would have chosen a different name.

As for customer service: The VERY FIRST WORD out of a staff or owners mouth when confronted by a customer complaint/problem or issue MUST be "I am Sorry". No excuses. No reciting of Policy. Then they should say: What can I do to make it better? Or if necessary explain politely to the customer why the problem is out of your control to fix if that is the case.

Additionally being a smart customer service person...you will LISTEN...your customers can often teach you alot. And it gives them a chance to vent their frustration which in some cases is all they need. When followed by an immediate apology they, in many cases in my experience, are satisfied and will be happier and feel that you have actually "done something about their problem" when in fact all you did was listen.

Further it doesn't matter what attitude your customer has when they stand in front of you. It is still your job to treat them with respect, civility and try your best to make their day a little better. They may be stressed out, tired, angry at GSRSA for not showing up for fourteen hours whatever. Why take it personally?

However I have no tolerance for a customer that is abusive, uses foul language or has lost control of their temper. But these are extreme cases and dont happen very often. Grumpy, tired, short, or just impolite is not enough to excuse bad service.

If your goal is to get some posts bashing me, you might want to do a search of these forums. There are more than enough to give you some good reading. As for my screen name, whatever screen name someone choses does not in any way change how they should be treated on these forums. I deserve they exact same respect using my screen name as you do using yours.
As for every conversation starting with "I'm Sorry", I will go with what another poster said. "I'm sorry YOU feel that way, however..." is a great way to respond to many issues. But that is a whole lot different than apologizing for having the rule or policy in the first place. And as for always having a smile, there are WAY too many times people display an amazing disregard for the park's property and the comfort, convenience and safety of other guests and their personal belongings. Sometimes a little anger and indignation goes a long way in making people think about what they are doing.