Question of the Week 04_09_2023 Empathy
Empathy is a critical customer service skill. Why do you think empathy is so important in providing excellent customer service?
Empathy may be the most important CS attribute. It helps you to understand what people need, and what people need is always kindness. Everyone is going through their own individual circumstances in life and the very least we can do is be kind and help where we can.
Empathy is important because it shows the guests you are completely listening without interruption and making them feel valued. This also helps us understand how they are really feeling. Sometimes we have to put ourselves in their shoes and try to be a little more compassionate and not so robotic. By implementing this skill, the guest is likely to build a trust with you and the company and hopefully become a returning guest.
Listening with care (empathy) is the key to stronger relationships and outcomes regardless if it is at work or anywhere. Our customers need understanding and empathy to make them feel as if they are in a safe place where they have no worries because we are here to help with all that we have.
Empathy is so important in providing excellent service because it allows us to really connect with guests. By placing ourselves in their shoes we’re able to provide a more well-rounded answer to their question or solution to their problem. Guests will leave feeling confident in our abilities, and we will feel satisfaction in a job well done.
Empathy is important in providing excellent customer service because it helps the representative understand and relate to the customers better. When a customer’s feelings are validated, they are more likely to feel heard and understood. This can create a positive experience, de-escalate negative responses, and possibly bring customers back in the future to use services provided.
Empathy is important because it makes our guests feel seen, heard, and understood. They feel comfortable and therefore more likely to utilize our services again.
Question of the Week 01_22_2023 Above and beyond
The mission at Infoplace USA is to go ‘Above and Beyond’ in providing Exceptional Customer Service to each and every guest. Please list 5 ways your team accomplishes our mission.
Chelsi – Millcreek Mall: A good way to go above and beyond for great customer service is to know your mall. I received a phone call and the caller was flying into town to visit her kids. She wanted to know if our mall had any activities. I was able to list off all the activities our mall offers.
Susan – The Shops at Columbus Circle: We love to return lost items to guests. We received a wallet that had been found in The Shops. I sent a letter to the name and address on the North Carolina license that was in the wallet. I let them know that their wallet had been found in our building and was brought to our desk. The letter was returned as she was no longer at the address on her license. I decided to go through the wallet again and look for any other information. I found a rabies tag with a veterinarian’s office and number on the rabies tag. They were located in Denver, Colorado. I called them and told them the whole story. They knew the woman who owned the wallet and got in touch with her. She had recently moved from North Carolina to Colorado. She called me and I mailed her wallet to her in Denver. She was very happy.
Mary – The Shops at Wiregrass: Provide a Birthday card to a guest when birthday is in the current month…. we noticed the birthday from ID if that is provided for a transaction.
Tom – The Shops at Wiregrass: A guest did not speak English, so I used a translator to help guest with what was needed.
Mick – The Shops at Columbus Circle: There are many instances where we have the opportunity to go above and beyond our usual duties. For example, a few weeks ago we had a woman approach the desk to inform us that she was feeling ill and requested that we call 911. We immediately did so and also offered to call a friend or family member to come stay with her. While we waited for the ambulance to arrive, we provided her with one of our chairs and were constantly checking in with her to make sure she was okay. We could’ve dialed 911 and let that be the end of it, but we continued to monitor her and make sure that she was as comfortable as possible during what was undoubtedly a stressful and scary time for her. We constantly strive to make sure guests have the best possible interactions with us, allowing them to leave with the knowledge that we did everything we could for them.
Elizabeth – Beverly Center: Call hair salons around our area with good reviews and get confirmation of an appointment before sending in the guest.
Melissa – University Town Center: Sometimes our job description doesn’t directly say “go out and grab that drink off the table someone forgot and run it to them, sit on the floor and color with a lost child, stand with someone who is scared of the elevators inside the elevators with them (even though you may be terrified of them too lol) We are here to provide the best customer service we can just by being a good human.
Lea – Meadowbrook Mall: If a customer asks about a certain restaurant we call to see if they are busy and make reservations if possible. Also provide menus
Question of the Week 02_05_2023 Mall Website
It is important for each team member to regularly review the shopping center’s website. Content is always changing to be able to keep your shoppers informed with the most up to date information the shopping center. List 5 informational items listed on the mall’s website.
Jon Dang – International Market Place
- Cultural Journey Information
- Restaurants offering brunch
- Queen’s Waikiki Luau FAQs
- Military discounts
- Local resident discounts
Katie – South Hill Mall
- Spotlight (highlights stores each week)
- Events tabs shows you can hold birthday parties or other events at the mall
- Press releases
- Kid’s Club info
Team – The Shops at Columbus Circle
- Michael – All points in Manhattan are measured from the statue of Christopher Columbus that resides in the center of Columbus Circle
- Michael – Digital community boards are located in Lululemon to connect guests with the neighborhood and sweat community
- Ben – For your next party why don’t you book a private room at Momofuku Noodle Bar? Not only will you and 17 of your closest friends be able to dine comfortably, but you’ll be able to sing karaoke the whole meal!
- Mandie-Beth – The property is made up of 2.8 million sq ft
- Mandie-Beth – Aveda’s products are vegan
- Susan – The pantone color of the year is Viva Magenta. Bar Masa has a cocktail, Pomegranate Sour, that is the color, Viva Magenta.
Read More Great Answers – Here
Question of the Week 02_19_2023 Guest Service Skills
Team project:
Please list five skills necessary to be an exceptional Guest Services Representative and to WOW the guests we service every day.
SKILLS
Patience
Positive body language
Empathy
Friendly
Listening comprehension
Confidence
Active learning skills
Have good energy
Good communication
Problem solving
Respectful
Flexible
Levelheadedness
Critical thinking
Cool under pressure
Knowledgeable
Professional language skills
Time management
Charisma
Negotiation
Professional
Scope is a great skill to have. An understanding that when a customer is upset or angry it’s usually disconnected from us.
The skill of curiosity. Cultivating curiosity is one of my favorite skills. It is a skill we can work on all day, every day.
Question of the Week 02_26_2023 down time
During slow periods, what activities can you do that will benefit you,your team, and your guests?
Customer Service Role Playing – one GSR can be the ‘angry customer’ and the other will be responsible for responding and taking ownership of the situation.
Creative thinking session – Challenge each other with creative ideas to improve processes/efficiencies/customer experience at the desk and property.
Quiz each other on products, events, mall facts, etc.
Prepping needed items for upcoming events or promotions
Check stock of desk items and make a list of things that need to be pulled from our storage.
Look at the event page of our website to find out the events and sales going on in our stores.
We can clean up around the desk and organize the desk, lost and found, and the drawers, or just make sure things are tidy and where they are supposed be located.
We can look up events that are happening in the area
We can check in with the restaurants to make sure the menus we have for them are still current or if they have any new items or specials.
Review our website to ensure information is accurate
Go into stores and check out their store products to check what they have new or no longer carry
Reread training materials to refresh your memory
Cleaning and sanitizing desk and equipment…strollers, wheelchairs, etc.
Visit store and introduce yourself.
Prepare gift card packaging.
Question of the Week 03_05_2023 Eye Contact Smile
Two important Guest Service aspects are eye contact and smiling.
Why do you feel these are important to every guest interaction?
I believe that smiling and eye contact are important because that is the first impression the guest will have of us. The guest is more likely to approach us for questions or concerns if we have a good facial expression towards them even at a distance.
Eye contact and smiling are both very important because they show you are engaged with the guest’s needs, genuinely paying attention, and listening to what they need from you. And a smile goes a long way, it can simply just brighten someone’s day.
Eye contact is important when speaking with customer because it shows that you are taking the conversation seriously. Not only eye contact and communication, but also facial expressions are important. A smile is important because it gives positive attitude. It shows the guest that you are happy to help with their needs.
You want everyone to be able to approach you in confidence and not feel as they are bothering or have a customer feel apprehensive in regards to approaching you. A smile with pleasant body language will always give the confidence our customers need in order to approach us.
These two skills make our guest feel we care about them and they are the most important people in the mall.
Question of the Week 04_02_2023 effective Listening
What is Effective Listening and why is it important when interacting with our Guests?
I heard a talk on listening recently where the speaker asked, “Are you listening or waiting to talk?” I thought that was an incredible insight. Effective listening is an art and takes practice. I believe it is the most important skill in serving guests. When a guest feels that we are effectively listening, we will be able to build trust between us. When a guest feels the trust, they will be able to feel calm, secure and communicate more effectively what they need and how we can assist them.
Effective listening is when you are listening to them with not only your face, but also your body language and attitude. It is important because you want to help make the guest feel welcome and comfortable and that you really do care about their questions.
Effective listening is the skill of mindfully listening and attending to verbal and nonverbal cues, body language, attitudes and emotions of the speaker in order to be the most helpful in answering questions and serving the needs of our customers. Not interrupting and being empathetic can help de-escalate situations and make our guests feel heard and helped
Effective listening is the process of actively listening to guests, making sure we are attentive and thoughtfully engaged to whatever it is they’re asking us. Effective listening requires a strong sense of observation, the ability to think on your feet, and empathy. It is important because it allows us to help guests the best we can with the resources at hand. The more effectively we listen to their needs and wants, the more successful we will be at providing a job well done
Effective listening is more than hearing the guests, it’s actually being entirely focused on what they are saying and acknowledging you comprehend what they are saying. Show interest in the question, issue, or suggestion.
Question of the Week 04_09_2023 Empathy
Empathy is a critical customer service skill. Why do you think empathy is so important in providing excellent customer service?
Empathy may be the most important CS attribute. It helps you to understand what people need, and what people need is always kindness. Everyone is going through their own individual circumstances in life and the very least we can do is be kind and help where we can.
Empathy is important because it shows the guests you are completely listening without interruption and making them feel valued. This also helps us understand how they are really feeling. Sometimes we have to put ourselves in their shoes and try to be a little more compassionate and not so robotic. By implementing this skill, the guest is likely to build a trust with you and the company and hopefully become a returning guest.
Listening with care (empathy) is the key to stronger relationships and outcomes regardless if it is at work or anywhere. Our customers need understanding and empathy to make them feel as if they are in a safe place where they have no worries because we are here to help with all that we have.
Empathy is so important in providing excellent service because it allows us to really connect with guests. By placing ourselves in their shoes we’re able to provide a more well-rounded answer to their question or solution to their problem. Guests will leave feeling confident in our abilities, and we will feel satisfaction in a job well done.
Empathy is important in providing excellent customer service because it helps the representative understand and relate to the customers better. When a customer’s feelings are validated, they are more likely to feel heard and understood. This can create a positive experience, de-escalate negative responses, and possibly bring customers back in the future to use services provided.
Empathy is important because it makes our guests feel seen, heard, and understood. They feel comfortable and therefore more likely to utilize our services again.
Question of the Week 05_14_2023 Body Language
Body language is a very important skill in Guest Services. Which GSR do you think your guests would prefer to interact with? Why is body language important
Body Language is important because it tells the customer how you’re really feeling. If you have positive body language it will show you are engaged with the customer. If your hunched over with a “Mean Mug” face the customer can feel of a bother, that you have something better to do, or don’t care about their needs.
Body language is important because when you are interacting with guests and customers, you want them to feel able to approach you with their questions and concerns because if you do not they will feel uncomfortable asking for help, and overall have a negative experience with their environment and be less likely to return.
Body language is so incredibly important because it helps us convey emotions and intentions that may not necessarily be expressed through words alone.
Body language is very important skill because you do not want to be off putting and make a guest uncomfortable to approach you. By smiling and direct eye contact the guest can feel you are engaged and ready to assist them.