Compass Sneak Peek

7 Customer Service Tips to Give Your Guests an Amazing Experience

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Compass Sneak Peek

Tour and activity providers must have stellar customer service skills to run their business more smoothly, get positive reviews, and impress customers.

That’s why we have compiled a list of seven customer service tips that will help you handle any situation your day throws at you!

Before the Tour

Great customer service starts before your customers even decide to book. Here are a few ways to ensure their experience is top-notch.

Create a User-Friendly Website

Your website is often your potential customers’ first impression of your business.  All information (and of course the booking button!) should be easy to find. 

You should also avoid pop-ups, clearly title each page so navigation is easy, and describe your offerings with as much detail as possible.

Anticipate (and Answer!) Questions

Your customers will always have questions — and those details should be readily available on your site. A great way to do this is by adding a frequently asked questions page to your website.

Include all commonly asked questions. For instance, “what’s your contact info?”, “where should I park?” or “how do I sign your waiver?”.

Quick Tip: Your FAQ page does not have to be stagnant. Add new questions as they come up and edit your answers if anything changes. 

Have a Fast Response Time

People will be reaching out in several different ways, whether that be phone, text, email, or social media. It is vital to respond to each inquiry as fast as possible, so you do not lose out on any potential bookings.

During the Tour or Activity

No matter what type of tours or activities you run, you will ultimately run into some angry, upset, or aggressive customers. Here are a few ways to help the situation.

Be Empathetic and Listen 

Even in the chance you cannot help a guest with their issue, your first response should be to listen to the customer and work to understand what the problem is. This shows that you care about the outcome, respect the customer, and want to provide assistance. 

Be Engaging and Enjoy What You Do

This should go without saying, but we all have off days. It’s important to do your best to work through that and always give your guests a great experience. People can tell if you do not like your job, which can lead to fewer tips, negative reviews, and angry customers. 

Create a Peaceful Environment

When a negative situation escalates, the best thing to do is stay calm. This will hopefully appease the angry customer, but will also make your other guests feel safe. 

If all else fails, be sure to grab another employee or a manager to help if a situation gets out of hand.

After the Tour or Activity

Never neglect customer service after the tour or activity finishes! Our final tip will help bring in reviews, get you referrals, and hopefully some repeat customers.

Send Follow-up Emails

To get more reviews and to thank your customers for coming to your business, you should send follow-up emails. This will show that you care about each customer that books with you, and want to hear their feedback. 

Quick Tip: In the follow-up email, you can also ask them to follow you on social media to increase engagement or join your newsletter to build customer loyalty. 

Customer service is a key component to the success of your business, and we hope you feel prepared for any situation with the help of our seven tips. 

For more content like this, head over to FareHarbor Compass!


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