Customer Service
For the companies that used to be known for better than average customer service, this is a tough time. Their cost structures are a little different, and new companies - or companies with a newer model for managing costs - are putting all kinds of pressure on everything.
I won't pick on the airline industry this time. (Although it's soooo easy; just take a look at Delta.... Seen a "red coat" lately?) In fact, I won't pick on any company; I'll let you do it.
Who does a good job with customer service? And how do they do it?
I won't pick on the airline industry this time. (Although it's soooo easy; just take a look at Delta.... Seen a "red coat" lately?) In fact, I won't pick on any company; I'll let you do it.
Who does a good job with customer service? And how do they do it?
posted by Mark Burris - BURRIS at 1/15/2005 10:02:00 AM
2 Comments:
¿Telephone companies, perhaps?
I just went through the reservations process at Bandon Dunes, the (relatively) new golf resort on the Oregon coast, and it was efficient, yet friendly, a rare combination indeed.
I visited before, several years ago, and apparently I was in their database. So we had a couple of confirming things to go through. But this was very, very good because the reservations agent - "Sheena," I think her name is - mixed her upbeat tone and helpfulness with a practiced, productive approach that was based on all the right things:
- What is the guest looking for?
- When is the guest coming?
- What would the guest like to do while here?
It went like clockwork.
Time was, the Ritz-Carlton was considered the gold standard in the hospitality business. Managers from all kinds of industries would flock to Horst Schulze's service empire and learn the mystic secrets behind "Gentlemen and ladies serving gentlemen and ladies." In today's era of internet and information, CRM's and databanks, I think there may be a new standard.
And, by the way, the golf courses at Bandon Dunes are pretty good too.
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