Monday, December 7, 2009

Customer Service and Touch Points

Customer service is not something that “just happens”. It is a series of actions taken to be distinguished as superior and go above and beyond a guest’s expectations. The key is to identify the touch points that lead to a great experience. Every touch point is an opportunity to grow the relationship and make a good impression. Missing a last touch point can jeopardize an entire experience, so it is important to understand that touch points are equally important. For example: A guest might have had the best service up to the point of leaving a hotel's parking lot. They experience bad service with the parking attendant while leaving, and now that is their last and most memorable impression of the hotel is negative. See how to identify touch points and improve your ability to provide outstanding customer service.

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