What Call Centers Can Learn from the Hotel Industry?

Do you know what the common factor in most successful hotel chains is? If you guessed quality of service, then you are right to an extent but not completely. The right answer is: Equality in quality of service to each and every customer. Unless, you go to a hotel in shabby clothes or behave inappropriately with their staff, you will be welcomed with the same level of gusto and respect as any other seasoned patron. Hotel staff is trained to treat visitors with great care, so much so, that visitors are never called customers but…? You guessed it right, they are called Guests.

Hotel Industry: Role Model for Customer Care Support & Services

In our early life, we learn from our role models. If someone plays soccer, he wants to be like Messi, if someone starts a business, he tries to emulate Bill Gates. Every field has certain pioneers and it is hard to look past hotel chains like Hilton and Four Seasons, when it comes to wowing customers. So, for a customer care support & services company, it won’t be a bad idea to learn from the operations of legendary hotel chains in the world.

Learn from Wow Guest Service Experiences at Hotels

The hotels which are ‘really’ good do not always have superior infrastructure or best food. What they have is an excellent staff that prioritizes the needs of guests. There are many ‘wow’ stories told by guests after their experience at a hotel, but one that really grabbed my attention is the one I witnessed myself.

A couple arrived at a hotel in their car. Wife asked her husband to take out one brown bag from the trunk. The husband fiddled through the stuff kept in the trunk but could not find the bag. An argument ensued between husband and wife, in which, both were blaming each other for the mistake. Wife was getting aggressive as all her clothes were kept in that bag, which was left behind. With nothing new to wear except for the clothes she had put on, she started sobbing. Then suddenly, an angel appeared in the form of a valet, who asked them for their house keys, location of the bag and told them to wait till dinner. He drove 6 hours straight on his bike, brought the bag back to the couple and did not even ask for a penny (for all the fuel he used up). I witnessed half the event through my eyes and learnt about the rest of the incident from the staff. I was truly impressed.

This is just one amongst the many true stories that define the ‘Guest is God’ philosophy prevalent in successful hotel chains. It would be great if you can outsource customer care support & services to a company that professes a similar philosophy and treats its customer with the same dedication. In case, you are able to find a vendor with genuine care for your customer base, your business will receive a massive lift.