When people have experiences that exceed expectations they will want to come back. If there’s one central theme a public relations practitioner can learn from becoming a certified tourism ambassador – that is it.
I recently received my certification after a 4-hour course followed by an exam administered by the Greater Lansing Convention and Visitors Bureau. The certification is designed for front-of-the-house staff working in Lansing’s hospitality industry. As an avid Lansing supporter I just thought I would take the course as a means of learning more cool things about my city. I definitely picked up some good Lansing knowledge – did you know the Michigan Library and Historical Center is one of the top five genealogical research facilities in the U.S.? – but more importantly was that good customer service transcends industries.
Name a business that wouldn’t benefit from these 10 rules for exceeding customer expectations:
1. Attend to the customer
2. Everything communicates
3. Create a positive environment
4. Listen to the customer
5. Know your job
6. View complaints as opportunities
7. Go the extra mile
8. Improve your customer service skills
9. Take pride in your work
10. Leave a positive, lasting impression
Whether you’re a bartender, a police officer or a senior account executive, these are good rules to live by and will help me better represent my city and improve relations with my clients.