Service Excellence Best Practices for the Service Industry
Service excellence is not just about delivering luxury-level service. By definition, service excellence refers to the ability of service providers to consistently meet and occasionally even exceed customers’ expectations. This implies that the true meaning of excellent service is relative to the service itself and customers’ expectations of it, which also means that the burden of providing excellent customer service falls on even the most budget of brands.
What do the best Hospitality Companies do to achieve Service Excellence?
Create value for each and every customer
Challenge themselves to create magical experiences
Nurture a service mind-set that resonates with the promise of the brand
Conduct service culture oriented interviews and surveys
Everyone practices service excellence (Chairman to the Doorman, Front office & Back office from Top floor to Shop floor)
Empower their employees
Deliver consistently on standards
Create standards based on the voice of the customer (avoiding the perception & reality gap)
Regular training, coaching & mentoring
Create high internal benchmarks in relation to service against which they are measured
Why do the best Hospitality Companies focus on Service Excellence?
Recognize the value of service excellence as a differentiator
Reward loyalty
Engage your customers to become your best advertisers and marketing engine
Become the company your customers want you to be
Believe in the word of mouth publicity
Create value for the customer that generate a lifelong value for the company with a positive impact on bottom line