what brings about service excellence... i dont know whether you agree with me or not but here goes my little theory about it...
guests know when they are unreasonable, thats how you bring about service excellence
it is when they understand the situation, that they want flexibility
it is when they demand flexibility, that staff require empowerment
it is when they demand flexibility, that staff require integrated cooperation and teamwork with other departments
it is when staff attain teamwork, that they can deliver and please their guests
it is when the customers are pleased, that they want to return
it is when they return or use you as a benchmark, that service has reached excellence....
service excellence starts with you establishing the fact that there is no such thing as a difficult customers but rather customers with different needs... the greater the need the greater the opportunity...
friends always care
21:33
