Customer service point of contact is the key to winning.docVIP

 PAGE \* MERGEFORMAT 6 Customer service point of contact is the key to winning Not only for hotel guests spacious and comfortable beds and hot water dripping invigorating bath, but the hotel give them a service experience that is beautiful, and to rely on employees to achieve. Service contact point refers to the hotel staff and guests of an interaction between the point at this point, the hotel staff’s service through the company’s image passed to the customer. Envisaged if the guests in a hotel ask for directions, service not only direction, but also personally accompanied the arrival of such a contact point must be to make customers satisfied. Recently read a ‘critical moment’, that is the Zhan. Carlson in 1981 into the Scandinavian Airlines System (SAS) as president of the time, the company has a continuous losses, the amount of very large, but less than a year, Carlson will make the company’s losses from profit. Carlson created a ‘critical moment’ in this term, and through a series of management tools to enable a critical time to become satisfied customers and memorable moments. Carlson believes that the crucial moment is that customers and staff of SAS moment face to face interaction, this time determines the success or failure of the company’s future. United States Hotel Partners Management Company under the Carlson’s point of view, study and identify the customer usually stay in hotels during the 39 critical juncture, a critical moment in order to continually innovate the service, they will 39 each arranged in a crucial moment is called ‘Dance of customers game ‘chessboard, with games to train employees in key service points, procedures and know-how to master and use. They key points of 39 in each contact as a service opportunities, hotel employees can take advantage of these opportunities for guests to create a good service experience, to make guests feel at home. For a hotel, the daily, monthly, every year countless points of contact for customer s