Customer Service

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Good Service Encounter

Mr Harry had made a large room reservation on 5th October at Golden Hotel for his son birthday function. Upon the booking of the function room, he received the confirmation slip from the service personnel, Susan, who look forward to seeing Mr Harry on 5th October. She then acknowledges the customer with a smile as she direct him to the door. On the 4th October, Susan made a phone call to Mr Harry to confirm the booking of the large size room for the following day. She then thanked the customer and just as the service personnel put down the phone, Mr Harry walks through the door. She then greets good morning to him and asked him politely how she may assist him. The customer explained that there seemed to be an error on the confirmation slip which stated that Mr Harry had made a reservation for a medium size room instead of the large room. Furthermore, he was charged at the price of a large room. Mr Harry demand the service personnel to get the problem settle as soon as possible as he did not want any things to get screwed last minute since he had informed all of his guests. Susan immediately apologized for the inconvenience caused and consult her manager, Mr Zayn. Few minutes later, Mr Zayn arrived at the scene. He greeted good morning to the customer calmly and explained to him that he had checked the system which revealed some error in the booking system. Therefore he apologized and provided the customer with an alternative to solve the problem. He could actually provide him with 2 medium size rooms which are connected by a sliding door. It is slightly larger than the large size room. Mr Zayn directed customer to the room to show him if he is interested. Mr Harry was glad that the problem could be rectified and decided to have the 2 medium size room. However, he mentioned that he had wasted few hours to get the problem settled when actually he was supposed to do some shopping for the decorations of the event. Once again, the manager apologized and assured the customer that the hotel staff have experience in decorating major events, therefore he was pleased to provide the birthday decorations for the function room free of charge. Mr Harry was impressed and thanked the manager for assisting and solving the problem without any delay. The manager smile wished him a wonderful day ahead before thanking him.

Customer Service Concept
1. Customer complaint is a corner stone of customer relationship

With the focus of resolving customer complaints immediately, an organization will be able to achieve 95% customer retention. If there is no resolution, this will result in gripe publicity. This customer service concept aims to always reinforce the positive experience. Based on the good service scenario given, Golden Hotel has definitely managed to retain their customers as they were able to carry out solution as soon as possible, be positive and take full responsibility on the customer complaint or problem without any delay. Besides that, they were also able to provide a good compensation such as free birthday decorations to satisfy the customer so that they are able to create positive word of mouth.

2. Customer satisfaction is the desired marketing tool

With the above concept, an organisation will be able to increase customer loyalty and retention. They will be willing to accept new offers. This will be beneficial to the company as there will be free positive word of mouth which will make the organisation competitive against its competitor. All of this will result to repeat buyers. Customer expectations are they expect us to deliver good quality service, provide solutions to problems, to be accountable and consistent. Based on the scenario given, Golden Hotel has definitely practiced this concept. They were empathy, accountable and apologized for the inconvenience caused. On top of that, they explained the problem and provided solution immediately which shows that they were able treat...
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