Best Customer Service Experience
Best customer service experience can delight the customers. It make customers feel special and on top of the cloud. It also provides experiential exclusivity to most valued customers and these type of customer experiences can be a game changer for the business.
Sharing one of the best customer service experience I had at Hotel Ritz Carlton when I visited Guangzhou in China
Warm greetings, smiles and wonderful ambience are quite commonplace across top star hotels but three things which stood out at Ritz Carlton during my visit in comparison to other hotels were as follows:
- Remembering the Name : Introduced myself at reception and Receptionist registered my name. After that, every person I met in hotel from lobby to hotel entrance and to restaurant for next 5 days addressed me by first name.Like at the time of breakfast no need to mention the room number, they already know you by the name. Feeling it created made the place more like a home than hotel because everybody behaved as if they know you very well.
- Customization : As I spent one day in the hotel room, from next day all the belongings were arranged in a way which was intuitively convenient to me.For example, if alarm clock position had been changed by me then it was not kept at the standard place but basis individual requirement. It was about customizing every room basis the needs and thought pattern of specific guest.
Had a feeling that hotel has figured out more about customer behaviour than customer could know himself which created a great customer experience
- Food Preference : As I had mentioned the food preference of being strict vegetarian at the reception, immediately chef came to my room to understand what vegetarian means and what it all includes. They showed a special concern to know and understand my food habits.Then was introduced to an Indian chef who fully understood my food habits and helped me to eat the right food for next five days till my stay. He also prepared customized Indian dishes for me.
People write many stories about Ritz Carlton about their experience. One of the popular story i came to know was that one little girl left her Teddie at the hotel by mistake. When the family discovered the destination they called back the hotel with the request if they could send back Teddie to them.
Hotel staff took it as an opportunity to build a story around. They clicked pictures of Teddie at various locations citing Teddie is having city tour and will be back with her soon and sent pictures to her which make her happy. Then they arranged to send Teddie back to family with gifts. Family was very happy to get the Teddie back and their uncomfortable experience being created into a pleasant one.
Although there are many good hotels , Ritz Carlton is one hotel which stands out because of its best customer service experience and caring for customer beyond their imagination. They look at the interaction with customers and guests as an opportunity to deliver best customer experience and build strong hotel brand equity.
No surprise, it is always fully occupied throughout the year.
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My Best Customer Service Experience at Hotel Ritz Carlton