Comments on: What I Learned About Customer Service on My Vacation in Asia http://www.bamgoodservice.com/what-i-learned-about-customer-service-on-my-vacation-in-asia/ Delivering Customer Service in a Self-Service World Sat, 21 Aug 2010 13:47:12 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Tweets that mention What I Learned About Customer Service on My Vacation in Asia -- Topsy.com http://www.bamgoodservice.com/what-i-learned-about-customer-service-on-my-vacation-in-asia/comment-page-1/#comment-115 Tweets that mention What I Learned About Customer Service on My Vacation in Asia -- Topsy.com Tue, 19 Jan 2010 07:04:56 +0000 http://www.bamgoodservice.com/?p=469#comment-115 [...] This post was mentioned on Twitter by barrymoltz, Rieva. Rieva said: RT @barrymoltz: What I learned about customer service while on vacation in Asia http://bit.ly/4wD1Tv [...] [...] This post was mentioned on Twitter by barrymoltz, Rieva. Rieva said: RT @barrymoltz: What I learned about customer service while on vacation in Asia http://bit.ly/4wD1Tv [...]

]]> By: Mark Mawhinney http://www.bamgoodservice.com/what-i-learned-about-customer-service-on-my-vacation-in-asia/comment-page-1/#comment-114 Mark Mawhinney Tue, 19 Jan 2010 04:11:35 +0000 http://www.bamgoodservice.com/?p=469#comment-114 Barry, I haven't been to Asia so I have no point of reference. But I can say that very few businesses in North America provide exceptional customer or guest service. I had the good fortune to work for a company that is a world leader in guest service (I won't plug it, but if you want me to give the name just let me know). Here are some nuggets: (1) Hire right. Most businesses think it's really hard to give spectacular service. It's not actually that hard if you employ people who love serving others and get a charge out of making their customer/guests' experience second to none. (2) Listen. The customer isn't always right, and they know it. Most of the time they just want to be heard. (3) Recover well. No company can provide perfect customer or guest service. So when a mistake happens, use it as an opportunity to make a raving fan out of the guest. (4) Empower the right kind of staff. After hiring right, train, train and train some more. But, then let the team members on the front lines do their job / let them make decisions. If it feels right, it probably is so, go for it. Cheers, Mark Barry, I haven’t been to Asia so I have no point of reference. But I can say that very few businesses in North America provide exceptional customer or guest service.

I had the good fortune to work for a company that is a world leader in guest service (I won’t plug it, but if you want me to give the name just let me know). Here are some nuggets:

(1) Hire right. Most businesses think it’s really hard to give spectacular service. It’s not actually that hard if you employ people who love serving others and get a charge out of making their customer/guests’ experience second to none.

(2) Listen. The customer isn’t always right, and they know it. Most of the time they just want to be heard.

(3) Recover well. No company can provide perfect customer or guest service. So when a mistake happens, use it as an opportunity to make a raving fan out of the guest.

(4) Empower the right kind of staff. After hiring right, train, train and train some more. But, then let the team members on the front lines do their job / let them make decisions. If it feels right, it probably is so, go for it.

Cheers,

Mark

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