Athithi devo bhava –which means guest is treated as God in our country. Blessed are we Indians with natural warmth and inbuilt care, traditions and hospitality .Through this assignment I am trying to get a good picture on our hospitality and service that we provide to our guests or the customers…
For doing this assignment I was asked to visit 3 shopping outlets and for giving me an experience study on this subject I want to Thank Frankfinn for introducing such a module in the course. I would also like to mention the support and assistance given by my trainer Mr.Sarun k Simon.
Level 1: Companies can meet expectations with current customer service model. Simply optimizing transactions, having the answers to customer queries, and providing a decent level of service is where the bar is set right now. Amazingly, many organizations are still struggling to meet these simple customer needs.
Level 2: To fulfill desires, companies have to figure out exactly what those desires are. Usually they are articulated, but buried in call data and interactions with company employees. Analytic tools and predictive modeling software now exist to help companies make sense of customer data, measure emotional responses, quantify customer wants, and respond accordingly. It can be complex, but it’s not rocket science. You’re front line employees probably have a good idea of what the customer is asking for; just ask them.
Level 3: To meet unrecognized needs you have to learn more about the customer and develop a certain intuition about what would make them happy. The only way to do this is to interact with them – build on what you learned from Level 2, engage them in conversations, and take the time to get to know them at an individual level. Unrecognized needs are often not articulated, so you have to read between the lines to figure out what is missing from the customer experience.
In Hotel my expectations as a customer was met by the staff of the entire hotel. They delivered the food on time and they were with us for assistance. In Textiles also the staff were good with me and their service was also good although I was not offered certain facilities which they usually provide me when I went there. In gift shop all my customer expectations were ruined by the staff who was placed there. She was unaware of the products there and she didn’t provide me what I wanted. Instead she wasted my time due to her irresponsibility.
Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard.
In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.
There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms.
Delighted customers are those where you anticipate their needs, provide solutions to them before they ask and where you are observing to see if new and/or additional expectations are about ready to be required.
Customer delight brings customers coming back for more. It causes new customers to come.
Customer Delight may be the difference between success or failure!