Customer service experience and how to excel in this key area

For most hospitality businesses, the customer service experience is everything. It creates value that directly impacts the business, from building customer loyalty to generating enthusiastic reviews and repeat business.

In this highly competitive industry, delivering an exceptional customer service experience is not just good practice but crucial for long-term success.

For careers in hospitality, understanding the customer service experience is essential.

Whether you want to work in the restaurant or hotel industry
, understanding the essentials of customer service experience will boost the success of your hospitality career.

Introduction to the customer service experience

When customers feel valued and satisfied by interacting with a business, they’re more likely to return, recommend the business and leave glowing reviews.

By understanding customer needs and expectations and striving to deliver an exceptional customer service experience, businesses can increase customer loyalty, enhance reputation and drive long-term success.

What is customer service experience?

Customer service experience is the impression a customer has of a business, product, or service from dealing with it.

It encompasses each touchpoint across the customer journey, from initial contact to after-sales service. A positive customer service experience increases customer satisfaction, loyalty, and brand reputation.

A negative experience can drive customers away, damage reputation, and reduce revenue.

A customer-focused culture can enhance the customer service experience and set the business apart in a competitive industry.

Understanding customers

10’000 Hours /DigitalVision via Getty Images

Understanding customers means understanding customers’ behavior, needs, and preferences by analyzing data and feedback and engaging with customers.

Then businesses can better tailor their services, products, and customer service interactions to meet customer demands.

This can lead to higher customer satisfaction and loyalty and a better understanding of market trends and growth opportunities.

Customer segmentation

With each customer and customer journey being different, businesses need a tailored approach. Customer segmentation divides customers based on certain characteristics, such as behaviors, lifestyles, values, or demographics, so sales and marketing teams can target customers more effectively.

It enables them to align strategies to target current and future customers.

Customer needs analysis

This analysis uses customer feedback, focus groups, and surveys to identify customers’ needs and wants. It helps businesses identify gaps in their offerings, informs product development and marketing strategies, and assists with improvements to meet customer needs better.

Customer feedback

Listening to and acting on customer feedback is key to a positive customer service experience. Feedback can be gathered through social media, online reviews, focus groups, and surveys.

Businesses can use it to identify areas of improvement, rectify problems, inform changes to offerings, and help them target marketing efforts. Businesses can also use feedback in staff training and improving customer service delivery, including how customer inquiries and complaints are handled.

Building a customer-focused culture

Building a customer-focused culture requires businesses to create an environment where all employees are empowered to prioritize customer satisfaction and the customer service experience.

It involves embedding customer-centric values and practices across the company and should include a clear understanding of who the customers are, their wants and needs, and how the firm can meet those needs.

Importance of a customer-focused culture

A customer-focused culture is important for any business, especially in hospitality. It can improve customer satisfaction and retention, differentiate the company from competitors, and increase employee satisfaction and revenue.

Customer service training

Customer service training educates employees on how to deliver exceptional customer service. It covers crucial topics such as effective communication, problem-solving, conflict resolution, crisis management, and empathy.

Investing in customer service training ensures consistency to improve customer satisfaction which converts customers into brand advocates. It can also increase customer retention and employee engagement while enhancing reputation.

Employee empowerment

Training and encouraging employees to provide exceptional customer service boosts employee engagement and gives staff the confidence to effectively meet customers’ needs.

They’ll feel better equipped to handle customer inquiries and complaints, improving customer satisfaction. Feeling empowered can also make employees feel that they’re trusted and valued and give them a sense of purpose and pride in their work.

Communication skills

SolStock/E+ via Getty Images

Effective communication allows businesses to build rapport, empathize, and offer personalized solutions to customers.

It ensures customers can convey their needs or concerns. It also helps prevent misunderstandings, avoid frustration, and increase customer satisfaction.

Importance of communication skills

Good communication skills are vital in the overall customer service experience. They can help to build customer relationships by enabling customers to express themselves clearly as businesses listen to build understanding, empathy, and trust.

Good communication skills are essential for teamwork, allowing team members to collaborate effectively to achieve shared customer service goals and resolve customer issues.

Verbal communication skills

There are several necessary verbal communication skills if working in customer service to improve customer satisfaction and build strong relationships.

For example, speaking clearly and avoiding unnecessary technical terms ensures customers can understand the information conveyed.

Written communication skills

Effective written communication skills can also create a positive customer service experience. These include emails, online chats, social media posts, memos, and letters.

Written messages should be clear and concise, without complex terminology, be tailored to the customer, have a professional tone, and use correct spelling, punctuation, and grammar.

Problem-solving and conflict resolution

Problem-solving and conflict resolution are crucial skills that enable issues or complaints to be effectively addressed and resolved for a positive customer service experience.

This may include listening carefully to customers’ concerns and acknowledging how they feel, asking questions to increase understanding, and demonstrating empathy toward the customer’s situation.

It’s also essential to provide realistic, specific, and actionable solutions and follow up to ensure the issue is satisfactorily resolved.

Importance of problem-solving and conflict resolution

Businesses should not underestimate the importance of problem-solving and conflict resolution in creating a positive customer service experience.

By actively listening to customers, showing empathy for their issues or concerns, providing solutions, and following up with them, businesses can build strong customer relationships, improve customer satisfaction and retention, and enhance their reputation.

Problem-solving process

A problem-solving process is a systematic approach to addressing challenges. It involves identifying the problem, analyzing the situation, evaluating and developing potential solutions, implementing the most effective ones, and evaluating the outcome.

Conflict resolution

Conflict resolution requires identifying the underlying issue, listening to the points of view of everyone involved, and working together to develop a mutually agreeable solution.

Going above and beyond

Going above and beyond involves exceeding customer expectations by providing exceptional service and delivering additional value.

It means taking extra steps to satisfy customers, including offering personalized services, proactive problem-solving, and timely follow-up. It’s an important aspect of exceptional customer service and building strong customer relationships.

Importance of going above and beyond

Going above and beyond in customer service experience is vital for creating interactions that exceed expectations.

This can increase customer satisfaction and loyalty and encourage word-of-mouth recommendations. It can help differentiate brands from competitors while enhancing a reputation for exceptional service.


Personalization means tailoring products, services, and customer experiences to meet specific needs.

This can involve using data or feedback to use the customer’s name, remember their previous interactions and purchase history and provide customized recommendations or solutions based on their particular circumstances.

Personalization can be used to create a more positive and engaging customer experience, build stronger relationships and increase satisfaction.


This means anticipating customer needs, wants, and expectations before they’ve expressed them. This involves proactively identifying and addressing their needs rather than simply reacting after they’ve been expressed.

This might mean suggesting products or solutions, providing helpful resources or information, or anticipating potential issues.

By anticipating customer needs, a business can create a more positive customer experience and show commitment to supporting customers.

What are examples of customer service experience?

Thomas Barwick/DigitalVision via Getty Images

Here are some examples of positive customer service experiences:

  • A customer receives a personalized email from a hotel thanking them for their recent booking and offering them a discount on a future booking
  • A customer receives a quick and helpful response to their inquiry concerning dietary requirements through a restaurant’s social media account
  • A customer receives a follow-up call from a resort’s customer service team to ensure their issue has been effectively resolved
  • A restaurant server offers a free drink to a customer who’s been waiting longer than expected for their meal
  • A hotel front desk manager upgrades a guest’s room when they’ve arrived after an exhausting journey

Career paths in customer service in the hospitality industry

The hospitality industry offers many careers in customer service-based roles, starting with entry-level positions like these.

  • Front desk and reservations roles such as receptionists, front desk agents, and reservations agents.
  • Food and beverage service roles such as bartenders, waiters, hosts, and hotel bar and restaurant hosts.
  • Concierge and guest services roles that provide assistance and personalized recommendations, arrange transportation, make reservations, and source local information.
  • Sales and marketing positions where you promote the business and its services and build relationships with partners and customers.

As you progress in your customer service and hospitality career, you may have the opportunity to move into roles with more responsibility, where you oversee business operations, ensure high levels of customer satisfaction, and manage employees. These roles may include:

Preparing for a career in customer service in the hospitality industry

To prepare for a career in customer service, you’ll need education and training, work experience, and professional development, and get all this at a hospitality management graduate program from a world-leading Swiss hospitality school like Les Roches.

You can start with a hospitality degree
program, such as a bachelor’s in hospitality management, or a diploma in hotel management, which provides an excellent foundation in customer service.

Hospitality internships and work experience are also critical to preparing for a career in customer service.

Les Roches has a strong network of industry partners and alumni that can provide students with valuable opportunities to gain practical experience through work placements and internships with some of the world’s top hospitality brands.

Students can also capitalize on the range of professional development opportunities at Les Roches, including workshops, guest speaker events, and seminars showcasing the latest industry best practices and trends.

Master the fundamentals of customer service and hospitality management and take your career to the next level.

Combining essential skills and practical hands-on experience, you’ll learn how to deliver an exceptional customer service experience every time.


Customers are at the heart of any hospitality business, so strong customer service and communication skills are essential.

Listening, empathizing, problem-solving, and developing effective solutions are fundamental to success.

You can build these skills through education, training, and work experience, and by focusing on key customer service and communication techniques, you’ll enjoy a dynamic and rewarding career in customer service.

Photo Credits
Main Image: Dimensions/E+via Getty Images