If your job is in the service industry in the Cayman Islands, chances are you’ll meet a tourist today.
Your mood, demeanour and actions could determine whether that tourist returns to Cayman.
Those on the front lines of the service industry have an awesome and unenviable responsibility.
Those who attended a recent Department of Tourism workshop learned that everyone has to come on board with improving customer service levels, including taxis, car rental companies, hotels, guest houses, restaurants, retail stores, island tours, activities, airport security, Customs and Immigration, the police department and the public.
Tourists – cruisers and stayovers – are the bread and butter of the tourism product of the Cayman Islands.
These people come to our shores, buy from duty free stores, rent taxis, stay in hotels, eat at restaurants and take in activities. All of these things cost money and the people who come here are willing to leave their hard earned dollars behind, but only if they are treated with graciousness and respect.
Many of us have experienced poor customer service and have vowed to never darken the doorstep of the offending business again.
Likewise, some of us patronize particular businesses because we are treated with respect and attentiveness.
The tourism product is no different.
If we are rude to or ignore our guests, chances are they won’t return.
And to make matters worse, they’ll more than likely share their story of misery with others who will decide not to holiday in the Cayman Islands based on the disgruntled visitor’s information.
Customer service isn’t always easy, especially when dealing with a difficult person.
But all customer service is necessary, and not just in the tourism industry.
Basically, customer service is a positive way of relating to people that lets them know you care about them, their actions, their purchases and the buying process, no matter how expensive, intricate or involved it is.
Your main goal is to have each customer leave with a smile on their face and a feeling of having been well taken care of by you and your employees and for having purchased just what they needed or wanted.
By achieving that goal, the customer is more than likely to revisit and leave behind more of his or her money.
It’s not all just about visitors and tourists; it’s also about employers improving their employees’ satisfaction. A happy employee will be more willing to practice good customer service.
Treating everyone nice is just a good thing to do. And in the end, it means Cayman’s coffers stay filled.
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