Informing buyers- this is perhaps the most effective and fastest way to convey information to your customers. Professional call-center operators will get through to your customers in the shortest possible time and convey the information they need.
Informing customers over the phone is one of the most effective advertising methods. Telephone informing allows you to profitably invest advertising funds, being sure that the information is accurately conveyed to the target audience.
By entrusting qualified call center operators with informing customers over the phone, you will free your employees from routine work that distracts from their main duties. Depending on the goals and objectives that need to be achieved, we will select the right option for calling and informing customers, which we will implement as soon as possible.
To organize the informing service, the call center specialists will develop and agree with you the algorithm of work and the scenario of the operator's conversation. Further, the project will undergo comprehensive internal testing. Optionally, you can take part in the testing of operators even before the launch of the project.
When the project is ready, the operators, in accordance with the conversation scenario, will get through to the clients and convey the necessary information to them, and the results of the work will be summarized and presented in the form of convenient reports.
Operator Interface Example - Informing
Operator notification. With the help of this service, any information related to your activity is communicated to customers: promotions, discounts, special offers or ongoing events.
Automatic call. This type of call is suitable for informing about debts, informational messages and other notifications that do not require feedback from the client. All that is required of you is to select a base for calling and a message text, we will do the rest ourselves. You pay only for the result.
*Prices do not include VAT. Check the current rates and the full list of services.
Eventually:
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The natural need of the client is to understand what is happening and feel that he is in control of events, for which he needs information about the hotel world around him. In the process of its satisfaction, two sides can be distinguished: the first is information and the joint performance by the hotel employee and the client of some action (filling out a form, changing banknotes, going up in an elevator); the second is a manifestation of attitude towards the client.
An important factor indicating respect for the client is the maximum simplicity of the procedures and the minimum time spent on their implementation. This can be achieved in two ways:
1) all actions are described in detail in the instructions - let the client read;
2) all questions of the client are answered by the hotel employee.
The first way allows the client to understand what action is expected of him, but this some strains the client - he needs to understand the rules and actions himself. In this case, a feeling of a bureaucratic, official attitude towards the client is created. The second way is more friendly, it allows the staff to show a warm, respectful attitude towards the guest.
However, it must be borne in mind that there are two types of people. Some prefer to ask another, rather than understand the problem, it is easier for them to approach a stranger and talk to him than to read ads and instructions. But other people (and there are many of them too) tend to figure out the situation on their own. For them, instructions and descriptions are a desirable and necessary element of the living environment. Therefore, the information and psychological environment created in the hotel should be suitable for everyone. The guest can get enough information from the announcements and directions to easily and quickly navigate the space, and every hotel employee must be ready and able to answer any question of the guest in a friendly and understandable way. But sometimes hotel workers are annoyed that they are asked about such seemingly obvious things: what is where and what are the rules and procedures.
Benevolent answers of the staff to questions provide enough opportunities to create a psychologically comfortable atmosphere for the guest. At the same time, it is obvious: the guest should receive an answer to any question. If the employee does not have the necessary information, he is obliged to find it through someone. It is unacceptable to refuse a client by saying: "This is not my responsibility" or "I'm sorry, I don't know." Even the answer: “Please come to the shift supervisor” is not friendly enough.
The work of the personnel of the Russian hotel enterprise is associated with a number of psychological problems caused by the national mentality.
♦ Hotel worker is a special category. For several decades, service delivery has been considered a secondary, not particularly honorable, but rather even somewhat humiliating activity due to strange notions of equality and self-respect. It was considered unworthy to serve another healthy person, to serve him. Most Soviet people believed that a service could only be rendered to a pleasant person, a friend, and being in a good mood. Such views have not yet been eradicated. So, if the waiter, for example, is not in a very good mood in the morning, and the client is unsympathetic in some way (if only because he does not look like his ideal person or looked at him the wrong way), then providing him with the expected service becomes generally unbearable.
A person who, deep down, does not like (is ashamed, hates) what he does, with any self-control, will occasionally break loose and vent his evil on the client. Therefore, the main question that needs to be clarified is the attitude of the service worker towards people in general. He should like to do something for people and meet their good attitude and appreciation; he must understand that his job is to take care of customers and provide services to them. Service is the performance of some work for a person, the satisfaction of his need for something and benevolent attention.
There is a category of people for whom work in a hotel is simply contraindicated. Even after going through the competition and taking a vacant position, such people can’t stand it for a long time and quit. Therefore, before finding a job in a hotel, you should ask yourself if you can work according to the principle “What would you like?” Is there a constant readiness to be attentive to all the wishes of the guest? As a rule, when applying for a job, almost all candidates demonstrate an ardent desire to do just that. But when it comes down to it, gloominess, fatigue, discontent come from somewhere, which the guests very sensitively catch.
♦ The working capacity of each person is subject to certain fluctuations caused by natural rhythms, so the peak of working capacity may occur at different periods of the day. Along with regular daily fluctuations in working capacity, other, longer patterns are observed - biorhythms, when a person's state is subject to cyclical fluctuations, which must be taken into account when planning activity on the so-called strong and weak days.
♦ On the one hand, the client must receive all the necessary services in order to feel respect for himself from the hotel workers, and on the other hand, the staff must remain invisible, and the internal life of the hotel with its complex management is quite hidden from the guest.
♦ The main thing is the client, not the production process. But in our country, the employee has the highest self-respect. Often it is he who requires the client to confirm a particularly respectful attitude towards him.
♦ Lack of understanding of the psychological essence of service, inability or unwillingness due to personal characteristics, own problems, desires or ambitions to focus on another person should be considered as the basis for raising the question of professional unsuitability for work in the service sector.
♦ A very common phenomenon in Russia is a personal attitude in service. If you ask something twice (not heard or understood) from a pretty girl who is behind the hotel reception, bar counter or cafeteria counter, in two cases out of three the second answer will be noticeably more negative in tone than the first. Today, Russian service training is enough to repeat the same text, but attention is no longer enough to control intonation.
An important factor in success in work is a personal working style, which depends primarily on the character of a person, his inclinations and habits. In order to improve your working style, you need to understand the strengths and weaknesses of your working method, maintain and strengthen the strengths, and work to overcome personal shortcomings.
You can’t transfer your emotional state to colleagues, show personal hostility, and even more so, this should not affect the client. There is work that needs to be done with high quality, everything else is secondary. Questions of professional ethics concern all categories of employees without exception. To ensure the high-quality work of a hotel enterprise, collective work is necessary, as well as prompt resolution of organizational, financial, and technical issues.
Two people participate in communication, therefore, two relationships are realized in it - the attitude towards the partner (client) and the attitude towards oneself.
Attitude towards the client. In relation to the employee to the client, from which everything else follows, should appear:
♦ respect(which can be expressed in words: you are important to me; you are worth it for me to put aside everything else for you; you deserve my attention);
♦ attention(I see you and only you; you are interesting to me; I notice even the subtle movements of your thoughts and feelings and respond to them with understanding);
♦ understanding(I understand your feelings and desires; I know exactly what you want and what worries you; we mean the same thing; I accept you with all your features);
♦ Adoption(I recognize your right to be what you are; as a person you are worthy of my respect; as a guest you can count on the satisfaction of your desires and the resolution of your concerns; I am not a judge and not an appraiser; I am friendly helping you to the extent possible and stipulated in our relationship)
♦ friendliness(I am initially disposed towards you; I perceive you as a pleasant and good person; I am glad to meet you; it gives me pleasure to help you feel comfortable);
♦ help(I continue your desires with actions to fulfill them; I help you do something that is necessary for you now; I do it for you).
Self-love, without which it is impossible to love this world, is self-love, which manifests itself in the following:
♦ pleasure in your work(I like what I do; I am interested; my work makes my life rich and full; I can realize my abilities and am full of energy);
♦ self acceptance(I like how I look and what I am in my business; I'm good at my job and I know how to deal with what I don't get; I have professional growth opportunities and I'm sure I'll succeed );
♦ stable high self-esteem(I know my worth and am confident in it; I deserve respect and therefore have the right to make mistakes; I respect myself, I do not need to prove to others that I am good, I am me, and that's it).
The attitude of the guest to the hotel largely depends on the mood of the employees. Managers should conduct internal marketing, develop support systems and reward employees for high quality service, regularly assessing their degree of satisfaction.
If the hotel management provides them with assistance in solving life problems, their degree of job satisfaction increases.
In accordance with the law "On the Protection of Consumer Rights in the Russian Federation", art. 3. Consumer Rights to Consumer Protection Education All clients are recognized as consumers of hotel services. The Contractor is obliged to bring to the attention of the consumer its company name (name), location (legal address) and mode of operation. The contractor places the specified information on the sign.
The contractor - an individual entrepreneur must provide the consumer with information about his state registration and the name of the body that registered him.
The provider of hotel services is obliged to provide the consumer with the necessary and reliable information about the services in a timely manner, ensuring the possibility of their correct choice.
Information is placed in a room intended for registration of residence, in a convenient place for viewing and without fail includes:
Rules for the provision of hotel services in the Russian Federation;
Information about the performer and his contact phone number;
certificate of assignment to the hotel of the corresponding category, if the category was assigned;
Information on confirming the compliance of services with the established requirements (number of the certificate of conformity, its validity period, the authority that issued it, or the registration number of the declaration of conformity, its validity period, the name of the contractor who accepted the declaration, and the authority that registered it);
Extracts from the state standard that establishes requirements for the provision of services;
The price of rooms (places in the room);
List of services included in the price of the room (places in the room);
List and price of additional services provided for a fee;
Information about the form and procedure for payment for services;
The maximum period of stay in the hotel, if it is set by the contractor;
a list of categories of persons entitled to receive benefits, as well as a list of benefits provided in the provision of services in accordance with laws and other regulatory legal acts;
The order of accommodation in the hotel;
Information about the work of public catering, trade, communications, consumer services, etc. enterprises located in the hotel;
Information about the consumer rights protection body under the local administration, if such a body exists;
Information about the parent organization.
The Contractor is obliged to ensure that each room contains information on the procedure for staying at the hotel, fire safety rules and rules for the use of electrical household appliances.
The specified information should be brought to the attention of consumers in Russian and additionally, at the discretion of the contractor, in the state languages of the constituent entities of the Russian Federation and the native languages of the peoples of the Russian Federation.
In "Vizavi" they act in accordance with the law "On the Protection of Consumer Rights in the Russian Federation", as well as in accordance with the "Rules for the provision of hotel services in the Russian Federation".
Conclusion
During the internship from September 25, 2017 to October 14, 2017 at the Vizavi Hotel in Yekaterinburg, the theoretical knowledge about the hospitality industry and technologies in this area, obtained during the development of the professional module, was deepened.
The purpose of the practice - the study of the main processes of the booking service of the Vizavi enterprise has been achieved.
During the practice, the following areas of the booking service were studied:
Methods, types of booking in a hotel company;
Obtained skills of booking hotel services in various ways;
Studied the elements, the menu of the computer program for booking in the hotel "Vizavi";
The documentation and booking rules at the Vizavi Hotel were studied;
Studied the order, methods of payment for the provided booking services at the hotel "Vizavi";
The skill of accepting payment for booking services has been developed;
The skills of informing customers about the provided booking services and about payment methods by various methods (via the Internet, by phone, by fax) have been developed.
The structure of the organization, the work of all hotel services, the list of basic and additional hotel services, the functions of hotel employees were studied in detail.
In addition, during the internship, materials and information were collected on the theory of hospitality, technologies in booking and the practice of providing booking services, technologies used in the Vizavi Hotel. The sections of the site "Viz-a-vis" were carefully studied, as well as site navigation.
The administration of the Vizavi hotel provided information on the work schedule that is in force at the hotel and documentation for the work of the reception and accommodation service, as well as the reservation service. I consider the internship to be useful, instructive and important for the formation of skills and abilities for future specialists in the hotel industry.
List of used literature:
1. Law of the Russian Federation "On Protection of Consumer Rights" dated February 7, 1992 N 2300-1 (as amended on June 2, 1993, January 9, 1996, December 17, 1999, December 30, 2001, August 22, 2 November, December 21, 2004, July 27, 2006, November 25, 2006, October 25, 2007, July 23, 2008, June 3, 2009, November 23, 2009, July 18, 2013)
2. Rules for the provision of hotel services in the Russian Federation
Approved by Decree of the Government of the Russian Federation of April 25, 1997 N 490 (as amended on October 2, 1999, September 15, 2000, February 1, 2005)
3. USTA Company - Service Standards, 2014
4. USTA - Instructions for working with clients, 2014
5. Antyufeev G.V., Sergievsky M.V. .Booking tourist services in the Internet environment: study guide / G.V. Antyufeev, M.V. Sergievsky., 2012. - 95 p.
6. Barchukov I. S., Baumgarten L. V., Bashin Yu. B., Zaitsev A. V. Hotel business and tourist accommodation industry; KnoRus - Moscow, 2013. - 168 p.
7. Barchukov I. S., Baumgarten L. V., Bashin Yu. B., Zaitsev A. V. Hotel business and tourist accommodation industry. Tutorial; KnoRus - Moscow, 2014. - 176 p.
8. Richard Branson Virgin style business. What they won't teach you in business school; Mann, Ivanov and Ferber - Moscow, 2013. - 336 p.
9. Jum T.A., Denisova N.I. Organization of the hotel industry: Textbook, 2011. - 400 p.
10. Komov A., Vedeneev V. Hotel romance; Veche - Moscow, 2012. - 288 p.
11. Medlik S., Ingram H. Hotel business; Unity-Dana - Moscow, 2014. - 224 p.
12. Walker J. R., Introduction to hospitality: textbook, 2012.- 735 p.
Internet resources:
1. History of Vizavi // Used material from the official website http://www.vizavi-hotel.ru/: Access mode: http://www.vizavi-hotel.ru/
2. USTA group of companies// Material used from the official website of the company "Yustagroup" Access mode: http://www.ustagroup.ru/about/
The company's customer focus is the key to high customer demand for goods and services, their loyalty, and hence the successful development of your business.
Informing customers is one of the important aspects of interaction with potential buyers, which involves maintaining contact, as well as timely delivery of information about company news, promotions and special offers, expanding the range of services and the range of goods.
The development and strengthening of the client base should be carried out comprehensively, taking into account the interests of the company and potential buyers.
informing car owners about favorable conditions for maintenance at official dealerships
Supermarket online
informing customers about the status of order processing
Reminder to the applicant about the date and time of the interview
One of the most effective and technically simple ways to notify a client about company news and promotions is to send an SMS message. This method of interaction with customers has become especially widespread in recent years, due to its availability, low cost, and unobtrusiveness.
SMS alerts are used not only for commercial purposes, but also as a way to inform bank customers when receiving public services in various organizations.
The advantages of this method include:
Instant delivery of any number of text messages to recipients
Unobtrusive: the client will read the message when it is convenient for him
Possibility to send long messages by automatic splicing
Availability of contacts of any mobile operator
Large coverage area for customers from Russia and CIS countries
High message delivery rate
The ability to maintain statistics of mailings by SMS messages
Easy to set up and send messages
Confidentiality and protection of client contact data
Due to the versatility of the method of informing customers via SMS messages, it can be used by a wide variety of commercial and non-profit organizations: Internet providers, financial institutions, entertainment centers, restaurants and cafes, insurance companies, etc.
Competent composition of text messages, their timely sending (taking into account time zones) allows you to inform your customers as delicately as possible about the company's news and promotions, congratulate and invite potential buyers to any events and seminars.
In the age of ubiquitous telephony, almost every potential client of your company is in touch around the clock, which opens up wide prospects for interacting with him through calls.
Personal calls are a convenient way to inform a potential buyer about special offers, promotions and company news, as well as quickly find out the needs of potential customers and answer all questions that arise during the dialogue.
When making a call, the company manager personally addresses the client, which helps to create a sense of importance for the client and increase his loyalty to your organization.
The benefits of informing by phone include:
The ability to reach a large audience in a short time
Client base update
Personal approach to the client, the ability to use various conversation scenarios, depending on the subscriber's reaction
Communication in the form of a dialogue, the possibility of clarifying points that are incomprehensible to the client
Making calls at any time of the day to subscribers from different time zones
Collection of statistical information on the client base
The ability to use calls for multi-purpose informing customers about promotions, news, offers, for invitations to telemarketing events and congratulations
Evaluation of the psycho-emotional state of the subscriber and his loyalty to the company.
The friendly attitude and correct speech of the operator, pre-prepared text make it possible to make a favorable impression on potential customers, improve their attitude towards the company and its product, increase interest in news and offers. Using the phone to inform customers can significantly reduce the operator's workload on incoming calls.
An electronic mailbox is another effective means of communication between company representatives and potential customers. A properly prepared newsletter can significantly increase consumer interest in products and services, as well as increase customer loyalty.
E-mail distribution is used to inform customers about the progress of the order, as well as about profitable offers, promotions, for invitations to seminars and trainings. This method allows you to increase the attendance of the company's Internet portal, due to the active links to catalogs, articles, news used in the body of the letter.
To increase the attractiveness of e-mail messages, the following techniques are used:
The numbers in the headings and statistics are information conducive to trust, because the author of the letter shares research and official facts
Letter from the leader. A personal message from the director of the company emphasizes the importance of each client
Short and clear titles that reflect the essence of the offer are highly likely to be read and considered by the recipient
Decorative design in the corporate style increases brand awareness
Buttons with inscriptions in the body of the letter introduce an element of play and interactivity, allowing the client to take a step towards your company
Image captions, alternating images and text will keep your emails from getting into the spam folder
Instagram-style emails are attractive and allow you to sharpen the user's attention, thanks to a recognizable interface.
This method of communication with customers can involve both telephone and SMS messages, as well as e-mail newsletters.
The purpose of automatic informing is to notify potential consumers about the start of the promotion and special offers, invite them to telemarketing events, and congratulate them on holidays. This approach to customer interaction has a lot of advantages, thanks to the ability to set parameters and adjust the time of the reminder call or email.
A correctly composed message guarantees its listening/reading to the end, and also increases customer loyalty if the offer brings them obvious benefits.
Ways of automatic informing are
Automatic incoming calls. They involve sending voice messages containing an attractive offer for the client or congratulations on the holiday. In addition to telemarketing applications, automated calls are used for technical support services, interactive customer surveys, ratings, etc.
SMS messages can also be sent automatically, during the period of any promotions, to inform customers about new arrivals, holiday discounts and sales. Attractive content of the sent text forms a positive attitude towards the company among the consumer, promotes the establishment of trusting relationships, since the SMS message has a personal focus.
Keeping in touch with the client, constantly updating contacts virtually eliminates the likelihood that your customers will go to competitors. Restoring contacts involves a professional analysis of the client base and calling customers with low activity in order to regain lost interest in the company's activities.
A competent approach to restoring contacts involves developing an offer, informing customers about company news, finding out the reasons for the decline in activity, on the basis of which it becomes possible to determine the needs of potential buyers.
Events for clients are an effective method of increasing interest in the company's activities, which involves personal contact between managers and potential buyers.
An excellent marketing ploy can be a seminar, training, exhibition or master class using the company's products. In order for your customers to attend a scheduled event, they need to be given invitations, which can be in the form of postcards, text messages, or calls/personal messages.
A professional approach to sending invitations guarantees a high turnout of visitors to your event.
To increase the interest of customers in the activities of the company, special promotions and seasonal offers can be attracted to participate in which you can use notifications. This type of informing customers involves the use of various methods of communication, ranging from mass mailings of text messages to personal and automatic calls.
It is important that the information provided is up-to-date and leaves the potential client time to think. Therefore, if the promotion is limited in time, then informing customers should be done in advance.
Personal attention to each client contributes to a significant increase in his loyalty to the company, which is why it is so important to congratulate customers on the holidays. This can be done with the personal participation of the manager - so he can not only emphasize the importance of the client, but also unobtrusively convey information about the company's news, make a personal offer (promotions and discounts on birthdays, holidays).
Congratulations are also an opportunity to maintain contact with customers, update the database, and draw attention to the company's activities.
You may also be interested in:
Incoming communication
Outgoing communication
Business Solutions
In order to convey important information to existing and potential customers, it offers the “Informing” service. With this service, you can notify about the beginning of the season of discounts, promotions, invitations to events, warnings about changes in working hours, accidents, and much more.
Such informing allows you to increase the degree of benevolence of customers towards your enterprise, retain existing ones and attract new ones.
By informing the client about upcoming changes in time, you will prevent the influx of calls with questions and complaints, thereby maintaining a high level of service and not disrupting the well-coordinated work of your employees. It is the call center that knows how to optimally and efficiently solve the issue of informing.
Ways to inform clients
There are several ways to inform clients:
1. automatic informing. In this case, the client, having answered the call, will hear the information recorded for him;
2. informing by calling. In this case, the operator not only tells the necessary information, but can also answer questions during the conversation, offer solutions, etc.;
3. postal and electronic distribution. The client receives information either in the form of booklets, advertisements, paper letters, or in electronic form.
Telephone informing only strengthens relationships with customers, because direct contact by phone is already considered attention and care, which is always nice. Call center operators are trained in telephone etiquette, they are friendly, responsive and ideally have the necessary information.
Benefits of informing call center operators
Notification by phone is considered one of the most effective ways of advertising. Thanks to telephone information, you can profitably invest advertising funds and be sure that all information is guaranteed to reach the target audience.
Call center operators save the company's employees from everyday work by taking on all the work of informing buyers and customers over the phone.
All projects that call center employees work on are accompanied by full reporting, it is also possible to record conversations and save the history of correspondence.
The main advantages of call centers in terms of informing:
⦁ a competent and friendly dialogue between call center operators has a positive effect on the choice of a potential client in favor of your company;
⦁ technical capabilities and the latest equipment allow you to make a large number of calls at a time;
⦁ call center operators are ready to work around the clock and seven days a week;
⦁ automatic analysis of missed calls and repeated calls to these numbers, which significantly saves operators time;
⦁ automatic generation of a report on all received data.
Call center operators will quickly, easily and effectively convey the necessary information to numerous customers of your enterprise. Such a service is available and beneficial for businesses of any level.
