Better Customer Services Skills
I recently made a hotel booking via hotels.com to stay at a
Hilton Hotel. I put a request with the booking to say I would be arriving late
and requested confirmation that this was OK.
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| customer services skills |
Nothing happened, so I thought perhaps Hilton Hotels need some
customer loving TLC advice! In the end I found a Facebook page for them and
posted a message. Bearing in mind this was a Sunday, I received a response
within 2 hours and was given the email ID of someone to write to directly.
I emailed (still on Sunday) and received two further email ID's
for both the Front Desk Manager and Head Concierge at the hotel I was due to
stay in. I emailed both of those, expecting a response on Monday, due to time
differences. Guess what within another hour I had responses back from both,
answering my query and thanking me for using Hilton Hotels, plus their mobiles
in case I had any further issues.
Bearing in mind that I had a shaky start (although I acknowledge
that the booking engine may have been at fault for my message not getting
through to the hotel) what an amazingly speedy response from the Hilton brand
and they get my gold star service award. Will I use them again – you bet.
In contrast I emailed an online company about help with social
media campaigns and was still awaiting a response after 3 days. They are not
going to get an award from me and in fact they have already lost the business.
Which category does your company fall under?
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