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development of top customer service
based on Novotel Tainui
Peopleology during the serving process:
1. People crave belonging
2. People want the real deal
3. Every person has a story
4. People need to feel special
5. People hate to be wrong
6. People want what they want
7. People love novelty
Good interaction between internal and
triangle of stakeholder-owner, guests and
internal and external customers we
Core value of them
Unify the personal goal and organizational
Retained control to the staff and delegate
them during the personalized services
Know your customers in depth.
• Relationship marketing attempts to approach all
parties who have an interest in a service
• four vital elements influence the relationship
between marketing and customers, and we should
concern to them ：
Reasonable segments of your targeted group
In general, customer expectation is based on the effect of buyer perception. And the
perception motivates by:
World of mouth
Personal desire and need
The further strategy in Novotel regarding as positive expectation is put the actual quality not
quantity into service:
1. Attention to tangible items
Take much care on appearance of staff, equipment and facility.
2. Active listening
Useful communication is reflected by training and standard.
Deal with the comment, complaint from customers carefully and then to offer a feedback as soon as
It is a part of quality service that the staff should provide a personal care
Enhance trust development and maintain more loyalty customers
Changing and evolving customer expectation
Nowadays, technology has promoted the development of society. The
hospitality industry is also influenced by technological production. For
example, the reservation system allows customers booking a room on the
website, it was hard to image this system available applied for the ten years
In particular, technology is changing the world. For us, more and more social
media can improve the awareness of our brand as well as putting lots of
marketing stuff on this media channels.
We will establish team work group online for staff. It provides a plat for
each employee can communicate with others.
Complete a reservation system. We promise the comment of the
customer will be handling for the first time and we must take care of the
Increased awareness of service
It is an important item we apply for the future strategy. It includes focusing
on a team work contribution.
A good combination of team work is a valuable asset in every organization.
Novotel as a hotel to cater for the hospitality service, quality service is
directly affecting the perception of customers.
In addition, most customers pay much attention to the specific, and it is
easier to remember the little things you did. For example, drink delivery as a
simply process. But it needs the staff should have lots of specialist skills like:
Whether you deliver quickly
Respect within smile and positive voice
Always say thank you
Be nice when in trouble
Understand what the customers mind, they like 'yes' and dislike 'no' in spite
of you say sorry to them
In this section, we will concern on how to retain the existing customers. It is
relatively easier to acquire new customers if you focus on marketing
However, quality service is still in the first place in the business. If
new customers unsatisfied to the service or got a negative impression, they
will never come again. As a result, customer retention is very important to
probe the way to existing customers.
The programme consists of 3 factors:
1. Satisfying current customers
2. Measuring why they leave
3. A planned effort to prevent customers from leaving
This part relies on a good relationship between your loyalty customers and
the image of Novotel. Loyalty customer will be the good supporter even
advocate of Novotel. They are willing to tell their family or friends, Novotel as
a smart choice to live because of the high quality services. It should be a long
term even hard to develop customer referrals. The best channel of customer
referrals is word of mouth.
The strategies to improve it:
Be trust and loyalty
Try to contact with more existing customers who are willing to share the
positive experience to others.
Knowing and understanding your customers
We know a variety of customers should be careful in a different way because
of the variety of personality, habit, lifestyle and culture. That is the reason
why we used the personalized services instead of a unified process. Each
customer we serve them should be differentiating others.
And the first impression of customers shape in their brain within 30 seconds. In other
words, if you did wrong at the start of the service, you will be failure.
When we provide customer service, we can know customers at a basic understanding
in terms of clue:
Appearance like cloth, ages and occupation
Ask some personal details
Pre knowledge of culture, accent of speaking
Hold on additional languages as possible as you can. For example, use different
language says 'hi'
ike Ni Hao (Chinese) and Bourjor (French) when we talking with customers at the start.
Location we can provide service
Customer type and service level
Total commitment of everybody in the organization to customers
We promise customers to provide the better service than before. Otherwise
it will take a hit on the reputation of Novotel. To be honest, everybody in
Novotel must really believe the good customer service is everyone's job. The
basic commitment rules we did:
See customer service from customers' viewpoint
Ensure the employees are trained and reliable
Take customers complaint seriously
Study customer complaint record and adjust relevant issues
Constantly review and improve customer service
However, if the problem is taking place, we should consider that in advance.
It can be seen as a challenge to test how effective service we used to deal
with the problem.
Development of customers focused products and
1. Pre service
The standard should be required each employee must hold some simply pre
knowledge in relation to multiple culture, effective communication, positive
cues like manner.
2. Duration of service
It should be followed strictly by the principle of peopleology Novotel
3. after service
We will never stop to focus on the trace of after service. In particular,
negative feedback must be hard study and provide a detail to improve.
Value analysis of customers and customer segments
There is not loyalty customer any longer if your service is not satisfied to
customers. Customers will prefer any other similar as a valuable mean. Most
of that, customer value can show how customers select between competing
suppliers. For example, Ibis Hotel.
Among that, the basic customer value consists of the cost and benefit of the
product or service. For Novotel, the cost means how much money customer
charges a room. And the basic facilities Novotel can provide to customers.
In addition, the benefit included:
Customer service they did
Image, experience customer perceived
Nowadays, more and more customers concern on the benefit in particular,
they are much willingness to pay on this benefit.
Differentiation from competitions through customer
In general, the hospitality industry has a trend that there are more and more competitive
taking place in this market. At first, we should understand our competitors of Novotel in
advance. And then, we desire to differentiation from competitors and then to develop a
unique service. It is actually a general phenomenon to apply for any business industry.
• There is a brief comparison between Novotel and Ibis, and the list show the additional
service Novotel had:
Restaurant, lobby bar and 24hours room service
Guest valet parking service
Gym,spa and sauna
In the future, we will hope to carry on innovating more unique service to cater for the customer
Purchasing agent in terms of customer demand
Venue decoration suggestion for business conference
Accept order on wedding decoration
Meeting and exceeding customer expectation
In order to improving a exceeding customer expectation, it enable to:
1. Identify the priorities of customers
We are prior to considering the older customers and families.
2. Discovery the potential problem before it happens
It requires staff should concern about customer's feeling according totheir
response, attitude or even behaviors.
3. To achieve exceeding expectation at a certain time
4. Build a stronger relationship with customers
To establish a rapport within positive behavior and respect
5. Differentiate your customers from others
Emphasize the strength of Novotel when you introduce your business
First of all, empower is not an act of setting the front line free. It should
apply for retained control as well as given a certain authority for staff. For
example, the staff can deal with the emergency problem individually.
• The key strategy of empowerment will throughout the organization in the
1. Power to make decisions to enhance the organization's performance
2. Information about the performance of the organization
3. Rewards based on the performance
4. Knowledge will enhance individual performance
Creating a customer service culture
• An important step we will focus on the future strategy.
In our team, we will enhance the strong passion for
service. Each staff considers the positive service as a
mission. Meanwhile, everyone would have a dynamic
passion to complete every service. The staff must being
willingness to burden this job. For instance:
• Use the smile, positive voice and action, being patient,
respect and so on.
Strategis Customer Service. A customer service attitude make the
different. Retrieved 12 Oct, 2013, from
Hotel News Now. 7 ways to improve customer service. Retrieved 12 Oct,