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Punishment system

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Intensity, consistency and predictability of the work load

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Reward system, including salary and non-monetary rewards and acknowledging or achievements

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Job satisfaction

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Relationship with colleagues

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The influence and ability of bosses or management

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Respect and understand each other.

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Understanding the customer's position

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professional knowledge, attitude, & flexibility.

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professional knowledge, attitude, & flexibility.

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Once i've been to a Grand Hyatt during the weekend for the purpose to experience this hotel. At that time, there was a long queue front the check-in counters and many guests felt kind of impatient. After a while, a staff led me to the counter apologizing for the long waiting time and started to do check-in issue. I requested to stay in the room with the same window view as their website shows, and showed the picture to the receptionist. I thought it would make me waiting for another ten minutes as they have hundreds of rooms, however, she accepted my request straightforward and finished all the registration very soon, which made me satisfied about their professional performance and thus enhance my loyalty to this brand.

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The team spirit at the workplace

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Lack of empathy

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Long shift / insufficient break times

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I think the surrounding background has the greatest influence on a person's behavior. This is because I believe that all cultures and surrounding environments that a person has experienced growing up as an adult from an early age affect and create their own personality.
For example, people who have grown up in Asian cultures have been taught to respect seniors and the elderly as a result of Confucian culture. This vertical relationship such as hierarchical order has placed more emphasis on listening than asserting one's opinion. Likewise, during the class, each person tends to listen to the opinion rather than to discuss it in a controversial way. This is because even if they have different opinions, they may be viewed as disrespectful of the other person who is publicly refuting. Actually, this was one of my experience when I came to Haaga-Helia and attend to the class. At first, it was a little difficult to participate in the class due to cultural differences, but as time passed, I was able to accept other cultures and adapt to the class.

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Decreased customers

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Hard times

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State of emergency and decreased customers
A couple weeks ago, I was getting my nails fixed in the beauty salon, where I hadn't been before. The cosmetologist was very friendly from the beginning to the end. She said that customers have decreased due to Covid-19. She was also so a glad that I came and she showed it a very clearly. I was a satisfied with nails and especially with the customer service. I left home with happy mind and I felt myself important, because I was able to help the entrepreneur in this really hard situation. 

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State of emergency and decreased customers

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State of emergency and decreased customers

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A couple weeks ago, I was getting my nails fixed in the beauty salon, where I hadn't been before. The cosmetologist was very friendly from the beginning to the end. She said that customers have decreased due to Covid-19. She was also so a glad that I came and she showed it a very clearly. I was a satisfied with nails and especially with the customer service. I left home with happy mind and I felt myself important, because I was able to help the entrepreneur in this really hard situation.

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We booked an apart-hotel in the city center of Krakow for the World Youth Day in August 2016. This was already summer and more than 1 million people expected all over the world for this event so the city and surrounded areas were super full. We were given this place yes, in a very central location but the staff was never there and whenever we needed help they were always busy doing other stuff. Also we had other problems for queuing and using the common areas and very noisy neighbors. Also at the front desk they ended up charging us extra hours because it took us longer than expected to check out as it was almost impossible to reach from point A to point B due among of people in the city so we came late for the check out and they were not understandable at all, not even for the exceptional situation that was going on.

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Personal problems

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Weak management

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Stressful times

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Potential new employees

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Different culture

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Positive corporate culture and personal drive

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Positive corporate culture and personal drive

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Last year, I went to Barcelona for my 21st birthday. I had booked a standard room at a four-star hotel. When I was checking in, the receptionist asked for an ID. When she saw that it was my birthday, she upgraded my room at no additional cost, as there were rooms available. This made my experience in Barcelona even more special. The employees were talkative and dynamic, building connections with guests. The overall atmosphere of the hotel was very positive, young and friendly. I could tell employees had a passion for hospitality. Employees were not satisfied with providing an ordinary service. At the end of my stay, I was sad to leave, as that hotel had truly been my home away from home. I left quite positive comments on social platforms.
-Daniela

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It was Easter time approaching. I went grocery shopping with my wife. The cash register clerk was this happy young guy. We purchased a lot of items. It happened that we forgot a pack of nail files at the end of the conveyor belt. This guy noticed it and ran after us. He then smiled and said:" happy Easter". It seems like many customer servants are happier when they are expecting holidays.

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The other day i went to my local supermarket. It was fairly early and there was no customers except me. The sales person noticed me when i entered and gave me a welcoming greeting. Things like this make you feel belonging to a certaint neighbourhood.

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insuficient training on the customer service s  side.

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insuficient training on the customer service s  side.

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it happened that we booked a room in a four stars hotel in Spain and because of the reviews our expectations were high.but the customer service wasn t what we were expecting.we considered that this happened because of the high season, the large number of customers,and therefore a lot staff hired and most probably not enough time to properly train the new employees.

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Customer servant's personal struggles e.g. stress or tiredness

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toxic customer

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if the servant is working alone or with a colleague/ team

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the amount of customers at the moment