Clipping of news on Brazilian Culture, Law and Citizenship
03/21/2014
This article was translated by an automatic translation system, and was therefore not reviewed by people.
transparent image
Director of the Brazilian Institute of Corporate Hospitality says good service and punctuality are obligations
According to research , 69 % think that hospitality should be in all areas of a business and not just in attendance
Select , train, and put yourself in the other are among the major challenges for consumers to realize an improvement in the relationship with the company
Attention and a smile adds to the feeling of hospitable service Photo: Marcio Alves / Marcio Alves
RIO - Companies have evolved in the question hospitality ? What is the impact of these actions for the consumer ? They are noted by the Brazilian ? What remains to implement? In order to understand each of these points , the Brazilian Institute of Business Hospitality ( IBHE ) consulted 500 professionals from various fields of industry, trade and services from October to December last year . In the fifth edition of a survey that evaluates how companies strive to make a difference and make an experience a special moment , the IBHE found that 69 % believe that the practices of hospitality must be present in all areas of business. Already the most surprising was the fact that for 17 % this is still an attitude that is restricted to call centers , contact centers and SACs .
- The challenge for companies is to create memorable experiences , as providing good service and punctuality are obligations . You need to delight , amaze and be hospitable in all areas and points of customer contact - explains Beatriz Cullen , director of the IBHE .
When asked which is the attribute that best characterizes the hospitality business , 27 % think it is respect for the other , 21% , reception , 18 % confidence and 13% of the spell . For 30 % , the hospitality can improve customer relationships , while 19 % believe is an advantage against the competition. Since 18% entem that can be fidelizaçã a means for the consumer. According to the survey , it is important to invest in practices and actions that value by enchantment , in order to surprise , contributing to the relationships with clients and customers immediately.
Set of attitudes
The survey also shows that 46 % of respondents believe that hospitality is a set of attitudes like see, hear , feel, touch , talk and be attentive to detail to promote the relationship . To 17% , is a set of behaviors that lead to memorable experiences .
According to research in the hospitality business is now perceived as a factor of competitiveness which translates into several actions, practices and behaviors that bring people together and improve relationships with customers .
- The IBHE was born with the purpose of promoting the culture of hospitality. And that feeling of " I can tell," that business is on my side , it is necessary to improve the internal and external relationship - says Beatriz . - The fifth annual survey has content to show which way to implement a concept of bringing people together and strengthen relationships . Initially , think about basic things , then you understand what it takes to delight . Are simple things . Hospitality is an element that differentiates one company from another.
Care and attention
Hospitality is also careful attention. Although people being asked to talk about hospitality immediately on respect for others and confidence , Beatriz remember that this is an obligation and not a differential .
Beatriz considers that one of the main challenges in terms of hospitality is to put yourself in another's place . Another obstacle is in terms of liderença , you have to set an example . To business , people are the most important. Therefore , companies have to select and train its employees well .
- It's hard . Companies do not invest in training , consider this as an expense rather than an investment . They select and train badly wrong. Even if there is no example . After all, if the boss does not wear the shirt , so that other employees will wear?
The director of the IBHE stresses that it is necessary to overcome the idea that hospitality is only linked to consumer service sectors . Such actions can and should be applied to other areas of a company , as in the areas of human , administrative resources and senior management .
Source : The Globe - Online
Our news are taken in full from our partner sites . For this reason , we can not change their content even in cases of typos .
This article was translated by an automatic translation system, and was therefore not reviewed by people.