Best Practices for Exceptional Phone-based Guest Service
By John Noel Chairman & Chief Executive Officer, Noel Group | April 07, 2013
Your challenge is to make your call center feel like an extension of this highly personalized high-end destination. How do you make it happen?
You realize what we're talking about here: the customer experience. It's a process, a state of being, a measurement, and something to be quantified, optimized, and positivized. Any company with customers talks about creating a positive customer experience, and every company is looking for the best ways to provide and measure customer experience.
Let me present a scenario
You handle the reservations and bookings for a chain of luxury resorts with a significant number of repeat customers. Your customer-service center deals primarily with two groups: agents booking stays for customers and the direct customers, doing their own bookings.
Your resorts are renowned for their high level of personalized service on-site; however, your center is not on-site but at a location far removed from luxury resorts. You feel your people are well-trained, your call center is located off-site and you have no relationship with these representatives. Exceptional phone-based guest service starts with a set of basic principles that have not changed for years:
- Have a real person answer the phone quickly and politely.
- Interact appropriately.
- Do all you can – and then some – to resolve the issue, ideally with one call, at the first point of contact.
- Thank them for calling.
- Follow up after an appropriate time.
The Hotel Business Review articles are free to read on a weekly basis, but you must purchase a subscription to access
our library archives. We have more than 5000 best practice articles on hotel management and operations, so our
knowledge bank is an excellent investment! Subscribe today and access the articles in our archives.