Online services require customer interactions to be even more attentive and emotionally responsive; to increase customer satisfaction, and most importantly, retain customers in a humane fashion. Spotahome, founded in 2014, is an online booking platform for medium-to-long-term home rentals. The Spanish startup has amassed an impressive 60,000 rentals across more than 20 countries. Having entered the competitive industry in home rentals, Spotahome now employs over 140 people; and their current aim is to shift their strategy towards a human-oriented service, from transaction to engagement with clients. Therefore, the customer care and sales teams, as well as their managers are required to hone and cultivate the human skills, understanding, and confidence to lead this shift.
Strengthen the human approach in customer care and booking experiences, and increase the retention rate of leads.
Shift to human-oriented service, developing and enhancing empathy. Revamped Sales Approach adhered to employee working style, improving client satisfaction and closing more deals.
Clients are often surprised by the incorporation of art in The Artian’s training; however, when we asked the members of Spotahome whether the content of the program had been applicable to their work, 100% of participants found it highly applicable, and, 90% claim to have learned something new.
As a result of the program, Spotahome’s team testified to an increase in attention to customer interactions. “The lessons help to surface user’s needs and get a clear and cultural approach based on empathy and active listening when responding to customers,” said one participant, while another commented: “It opened a space to really reflect on the type of service we can give and also how to improve our day to day”.
Some of the team members who implemented the approach were able to improve their working style, close more deals and improve the overall customer satisfaction.
Moreover, the introspective and self-paced nature of the program led participants to evaluate their performance, scan for new solutions and set up long-lasting performance indicators.
“A new learning and a great reminder that empathy is the key for great communication.”