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Guide Lines for a customer care line for Loyal customers.

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#1   Posted: 26 Jun 2007 22:36

Hello Everyone,

I am working for a online hotel reservation company. (www, I am working as a Quality Assurance executive. We are going to introduce a loyalty programme for our repeat customers. We have a 24/7 customer care line. I was given a task to come up with a way to treat these customers.(when they call) At the moment I have set up some standards for the customer service agents.(standards greeting, use the customer name instead sir or mam,.ect..) Now I need some more standards for the loyal customers. These customers should feel the difference of the way the agents speak. What sort of dialogues we can use, what sort of questions we can ask.
Please help me on this. I need to do this on next Monday.
Thank you very much.
Hope to hear from you all.

#2   Posted: 30 Jun 2007 08:58

Hi Harindra,
My suggestion to you ( since you know your hotel well) would be to put yourself in the shoes of a repeat customer and think what you would like to be asked when you call.

Maybe you can recall the last time they stayed with you and whether it was on B & B or HB and ask if this time it will be the same. Customers like the feeling that they are remembered down to the finest detail..

Many customers like to go back to a particular room or floor, so if you have this info you can offer them this. If you have a pillow menu and remember what they're preference was, maybe this can be booked as well w/o having to be requested...

Also repeat customers like discounted rates or value adds like Spa treatments or a free candle-light dinner etc. so maybe this can be offered.

I hope I've been of some help....

Good luck!

#3   Posted: 4 Jul 2007 22:21

Hi Annie,
Thank you so much for the reply,Annie. I was thinking about this and couldn't come up with suggestions to let these customer know that we know them better.Sure your suggestions will help me.Well,We are a online reservation company and we do bookings in many hotels all over the world.(Not just a one hotel).We are offering discounts and we haven't launched the programme yet and getting ready for the big day!!Thanks again.If you have some more ideas pls let me know.


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