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A powerful learning experience
built for hospitality
specialists on the move.
What attracts new customers and keeps existing customers coming back? It’s more than just having a great product, it’s ensuring that we provide an excellent customer service experience.
What is excellence in customer service?
Or why good is not good enough anymore.
Most of us expect a certain level of basic customer service, where we receive assistance with a product or service, but excellence in customer service is much more. Excellence in customer service is about curating the very best customer experience before, during, and after a guest's stay with us. It’s about providing a seamless, personalized experience, where a guest feels heard, personally taken care of, and feels that their expectations have been surpassed.
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Customer service excellence is about going beyond our guests' basic needs and exceeding their expectations. Today, guests value and want to spend money on experiences rather than material possessions. This might be for an unforgettable, romantic dinner or a perfect, fun family day at the beach of the resort.
Customer excellence vs. customer service
Customer service means delivering superior performance by supporting our guests and providing necessary assistance for them to have an easy and pleasant experience at our resort.
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Customer excellence, on the other hand, is about going above and beyond the expected. It's not about doing a good job, it's about forging genuine, personal relationships with guests, valuing their time, and providing experiences that don't just meet their needs but exceed them.
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Watch the video to learn more.
