Guest/Customer Service

JoeyandDavid · May 13, 2008

We have all seen the threads not only on this forum but on the rest of the sites as well ... the threads that talk about how good customer service is on cruise line A vs cruise line B..

As a former Customer Service Manager (non cruise related)I am always interested in what mr and mrs public opinion is regarding what great Customer Service consists of ...which leads me to the topic for this thread....

In a sentence or two tell us what you consider to be the MOST important features or characteristics of a great customer/guest Service Department......

jacketwatch · May 13, 2008

Great question Joey. For me its really listening to what I have to say, being sincere and doing more than just lip service. For example I had a huge complaint about how rude the receptionists were at a hotel we were staying at in Barcelona. And the hotel wasn't cheap either. The manager listened, andapologized with what I thought was sincerity. We went out for a walk and found fresh flowers, chilled Champagne and a bottle of Moscatel in our room upon returning. So its really attitude and actions that count.

JoeyandDavid · May 13, 2008

We went out for a walk and found fresh flowers, chilled Champagne and a bottle of Moscatel in our room upon returning. So its really attitude and actions that count.

nice touch..

zebra · May 13, 2008

Being trained that "the customer is always right". Customer satisfaction..... Customer satisfaction!!!

DebbieandJerry · May 13, 2008

First and foremost, listening without interrupting and/or "defending".

Repeating back what you heard the complaint to be, without judgement.

Asking the customer what their expectations are to resolution.

Offering assistance and/or referral.

When appropriate, follow up to insure resolution and/or satisfaction.

If you think about it, we are all in the customer service industry. The simple act of taking of telephone message and letting the caller know that so-and-so will get the message is all a part of customer service.

deb1220 · May 13, 2008

The customer is always right.

Listen! Listen! Listen!

JoeyandDavid · May 13, 2008

The customer is always right.
Listen! Listen! Listen!

but arent there instances when the guest is just plain wrong?

deb1220 · May 14, 2008

The customer is always right.
Listen! Listen! Listen!

but arent there instances when the guest is just plain wrong?

That's true, but you have to make them think they are right and rectify the situation accordingly. (Does that make any sense?) :huh2:

JoeyandDavid · May 14, 2008

yes makes perfect sense...to me....

hazelson · May 14, 2008

Any time we have had a complaint on board it has been handled very quickly - but that's cruising - not real life LOL.

We recently had a problem with fast food restuarant. We bought and paid for three burgers. When we got home there were only two in the bag (we need one for me one for Hugh and one for the dogs to share LOL). Hugh called as soon as we got home - said we would come out another time because if we went out right away our other burgers would get cold. They took our name and info and we said we would see them next week. The folllowing week we went back - ordered two burgers and asked for the one they had missed last time. We were asked who , what when where why - no problem - we ansered all their questions, said we were supposed to be on a list ...... "So" they said "you want a free burger?" No the one we paid for last week and you guys didn't give us! Finally they gave us the burger - with "here's your free one!" That ticked me off - it was not free - we had paid for it and never got it. They acted like we were running a scam - for what - a $3 burger. Now that is not customer service! Thanks for my rant LOL.