Showing Tag: "guest experience" (Show all posts)

Beware Robotic Service

Posted by David McHattie on Friday, April 27, 2012, In : Customer Service

While the laying down of processes and systems is essential be clear why you are doing so.

You are doing so to stage the opportunities for team members to interact with and engage guests! Not because these are what the guests came for!

The steps you outline are choreographed opportunities to sell the experience.

But Beware…..

In identifying the customer service steps that will best service guests it is important to bear in mind that the delivery of the process can be easily ruined by scriptin...

Over critical and a pain in the.....

Posted by David McHattie on Wednesday, April 11, 2012, In : Customer Service

When was the last time you reviewed the experience in one of your businesses as a guest rather than as an infatuated owner or a super critical operator?

Operators are typically the latter and I know my wife and children have said to me on more than one occasion:

"Can you just be quiet please - we are having a really nice time - apart from you and criticisms"

I also know as a result I am never allowed to sit facing the action.

That's my penalty for failing to simply be a guest and focus on my ex...

« Back to posts

Get all our latest blogs direct to your inbox

Just Blogs - nothing else!

Tags

"net promoter advertising advocacy airport behaviours benchmark benchmarking blogs bookings brand brand standards branding capacity management care coffee shop competitive advantage complaint handling connection consumer needs costa customer engagement customer service design differentiation discounting disney eclectic benchmark emotional emotional value emotions empathy engage engaged engagement excellent excellent service queue management experience experiences facebook going the extra mile goods google guest experience guest needs heathrow hospitality hospitality benchmark inaccuracy inputs intelligence interest knowledge leadership london 2012 loyalty management marketing maslow maximise sales measure moments of truth my gran's house ok olympic games olympics outputs performance benchmarking personality planning pleasure pr pricing process processes productivity profit profits quality queues recommendations repose reservations sales satisfaction scripting sector assassins service service profit chain smiles smiling social media soul enhancing staffing levels systems tips torch relay trainee abuse trip advisor twitter up selling upselling value vision vouchers warmth welcome willingness to recommend wow zappos

poor service sucks.......

Showing Tag: "guest experience" (Show all posts)

Beware Robotic Service

Over critical and a pain in the.....

Recent Comments

Recent Posts

Categories

Tags

Blog Archive

poor service sucks.......

Showing Tag: "guest experience" (Show all posts)

Beware Robotic Service

Over critical and a pain in the.....

Subscribe to our mailing list

Recent Comments

Recent Posts

Categories

Tags

Blog Archive