effective customer care is crucial to the success of any business. We all recognize, yet at times it feels that no matter how we meet and exceed the needs of customers who want more. So customers are increasingly demanding? Slip is customer service? How can the momentum? I think I had the answers, but before I take a trip ...
I had decided a holiday in Thailand with a 5-star resort in my companion and I werewelcomed the oven above the airport by a driver 's hotel in a Mercedes with air conditioning and directly to the lobby of a luxury hotel. As we signed off our luggage and put on our room, we were asked, in comfortable chairs with a cool drink. The air conditioner will cool down as sweetly smiling receptionist asked quietly pumped about our trip more efficient in our information. few minutes, a golf buggy pulled up after the nextthe reception and we were driven the 100 meters to our house the complex.
When we entered our room we were by the smell of fresh flowers and a view of the crisp, fresh, crisp sheets on the bed. We opened our luggage, which had been placed carefully on the dresser, grabbed our swimsuits and immediately headed for the pool.
At the pool we were greeted by a staff member who had not only reserved a place in the shade for us, but also provided clean white towels for usto hang up. While we relaxed, our every whim was met by a smiling staff, who seemed to know instinctively when it was too hot and needs a free drink or one of the famous Ice Hotel alcoholic pops. "
Now I'm not saying this just to make you jealous, there is a message in this story because this service was far beyond anything I ever had in my life. I just do not be processed at any time prior to that date. It 'really was the "extraordinaryCustomer Experience ", you hear what appears to be urban myths. The third day I started to really get used to it, I slept with please and thank you and began to really relax and just enjoy the experience. This is about the same time, things took a turn for the worse ...
The fourth day we turned up at the pool and the staff was not there. The towels were carefully placed on a table to collect for us, and my partner and I managed to get to our usual beach chairthe parasol over her (even though I had open). When employees showed up to one hour after I called him then when I really needed a drink (there was a poolside bar, but I do not want to walk on them). I asked him why he was not there first thing was, and he told me to help him, came to the reception as a large party of guests and you have not had sufficient coverage. I was pretty irritated by this and only when my partner, the proposedif I do not stop complaining about them, I would throw in the pool, I relaxed again. I must say, that ruined things a bit ', however, and from that moment on, I for things not quite right from the start.
Well, I consider myself a casual type of person, I am sensitive and loyal. I am not the type to get easily excited and if I'm honest, I would say that writing about my "bad" experiences that I am a bit 'embarrassed by my thoughts at the moment. But thisFor me, the real problem as far as customer service goes.
If a company tries to right to exceed customer expectations and be prepared to accept that this will soon become the norm. If the hotel I visited had not been my experience so fantastic in the first place I would not have been more sensible would be. However, if they did, that any postponement of the rules, as they should be "bad service". This is the challenge faced by businesses, which I, Called "Minding the Gap."
GAP stands for good, acceptable and poor, the three levels are the standard that the quality of a company by customers. Unfortunately, customer care is not as easy as ever to remain in "good parts". As you have seen from my example, after a while, 'the only good that can be accepted that, if not satisfied, evil.
It 's really a mystery that can only be solved with hard work, determination and a bit' of talent.
First, we mustensure that people appreciate the customer service that the process of CAP is made. Once you understand the concept, can be better prepared to understand why customers seem "ungrateful" for the great service they offer and thus become a positive thinking.
In every company must have an element of "hard skin" and if the person does not see the benefits of service and the reasons for effective customer care and the value of work in the "good"Area looks, then the battle is lost. The concept of expectations need to be examined by the individual must recognize and work in the area as 'good' is his personal style of working to improve.
After the team understand the concept of the CAP, can begin to see what are the specific 'good' and 'accepted' for the business to help them in relation to the customer experience in a way that probably had not considered before. It is not good to tell Membersstaff, what must be done. If they have no reason to buy into this concept, then it will not happen, it's that simple. To buy something you have to feel part of it. This can be achieved by developing the team, his thoughts on the subject.
The team should also be encouraged to develop the next "good" items. What are the extras that will continue to exceed customer expectations? What do you expect the wow factor? If the culture of the imagination candeveloped in the context of the values of a team to create a wonderful atmosphere and working truly master of customer care and maybe you can holiday in Thailand with the proceeds!
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