As all of us know, customer service can be a great differentiator for the organization. A critical piece of the business, it gathers more support and focus from the top management of any organization. Though its importance is known to people, we always can find gaps in the experience from the brand due to poor customer service.
Recently, I visited a hotel in Mumbai. The hotel brand is a pretty well known name around the world and frequently visited by many foreigners as well. As soon as I entered the hotel I and a foreigner friend were welcomed by the receptionist and guided to the restaurant. As we sat at the restaurant, there was a big difference in the way both of us were being treated. My friend definitely got a lot of attention from the hotel staff as compared to myself. The reasons for such a difference in the experience could be many. In short, living up to your own brand could be challenging.
The above experience made me think that the hotel's experience isn't consistent and varies with variations in demography, nationality, etc. For a global brand of hotels, this would not be good news.
Such gaps in customer service can be identified through assessing behaviors and skills in the employees. Following tools can be used for such purposes
- Selling Skills Assessment Tool - to assess customer service skills
- Predictive Index - to assess motivating needs
PI's best practices can be used to establish global practices that allow customers to have consistent brand experience
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