Another topic which has very big impact on me is the Delighting Your Customers.
Ever since I’ve been in Hospitality and Tourism Management, and gone through Business Etiquette and Service Excellence, I have higher expectation of the service providers. I would expect what I have been taught in class, and would not be easily satisfied by service that is good.
Through this topic, I have also understood that satisfied customers do not means happy customers. In order to have a true happy customer, I have to go to the extra mile, and to provide a “wow” service.
Now I know that in this industry, moment of truth varies at all point of time, and so, constantly delighting our customers is very important. Expectation of customers towards service providers have been increasing through the years, this also means that customers would not be easily satisfied.
It is also important to know the customer’s expectations so as to offer a positive surprise. Unlike Mr Bean in the movie, he wants to provide an extraordinary good service but he did not analyse the customer to make sure that he knows what the customer wants. This also taught me that, service and service expectations are highly variable. Different people have different perception of a good service. Hence, constant observation would help to know the expectation of customers.
Well, how this topic links to the other topics of BESE is that, if we are able to provide good service, we would only be satisfying the needs of cutomers. However, if we are able to delight the customers, most likely that customer would spread the positive comments of my service.
